Job Description
We are seeking a proactive and customer-focused IT Support Technician to join our onsite Tech Bar team. This role will provide face-to-face technical assistance to end users, ensuring a high standard of service and effective resolution of technical issues. You will act as the first point of contact for walk-in and floor-walking support, maintaining a strong focus on customer experience. Key Responsibilities ? Deliver high-quality, face-to-face technical support to end users via the Tech Bar and floor walking. ? Maintain a customer-first approach, ensuring users are informed throughout the support process. ? Collaborate with IT support teams to escalate and resolve issues efficiently. ? Troubleshoot and resolve hardware, software, and connectivity issues for Windows 10, Windows 11desktops, laptops, and mobile devices. ? Support Microsoft Office 365 applications, including Outlook, Teams, One Drive, and cloud storage platforms (e.g., Box). ? Perform device setup, configuration, and deployment for both Windows and Apple Mac/iOS environments. ? Utilize tools such as Active Directory, Group Policy Objects, SCCM/SMS, and remote-control technologies to manage and support devices. ? Assist with antivirus software management in an enterprise environment. ? Maintain accurate asset inventory records and support asset management processes. ? Use Service Now for ticket logging, tracking, and resolution (desirable). Essential Skills & Experience ? Proven experience providing in-person technical support in a customer-focused environment. ? Excellent communication skills, with the ability to explain technical issues in simple terms. ? Strong knowledge of Microsoft Windows environments within an enterprise domain setting. ? Hands-on experience with Active Directory, SCCM/SMS, Group Policy, and remote-control methods. ? Proficiency in supporting Windows 10, Microsoft Office 365, and Desktop/laptop hardware. ? Experience supporting Microsoft Office applications, especially Outlook and Teams. ? Familiarity with cloud-based storage solutions such as One Drive and Box. ? Awareness of antivirus software management in enterprise environments. ? Understanding of asset management processes and procedures. Desirable Skills ? Experience supporting Apple Mac OS and iOS devices. ? Mobile device setup and deployment experience. ? Knowledge and experience of Service Now ITSM platform. Working Style ? Comfortable working in a high-visibility, customer-facing role. ? Able to balance desk-based support with proactive floor walking to provide at-desk assistance. ? Focused on delivering an outstanding customer experience at all times.