What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Handle Tier 1 help desk escalations through the company's internal ticketing system (Fresh Desk).  
• Troubleshoot common IT problems and have a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.  
• Perform basic windows administration such as password resets and file and folder administration.  
• Basic internet connection troubleshooting.  
• Escalates more complex technical problems to a Helpdesk II or other IT specialists as appropriate.  
• Follow up on outstanding requests and ensure timely resolution.  
• Fully document all troubleshooting steps and create knowledge base articles of resolutions.  
• Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.  
• Follow the established standards for documenting tickets, configurations, and standard operating procedures.  
• Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.  
• Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.  
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.  
• Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments. Deployment and administration of endpoint security tooling
• Build new systems and processes  
• Create and maintain documentation for new and existing processes and deployments  
• Stay up-to-date with trends in the information security community including new vulnerabilities, methodologies, and products  

Who are we looking for?

• Minimum of 2 years of experience in a Help Desk Support role.
• Experience with Active Directory or Azure Active Directory.
• Proficient in troubleshooting hardware, including USB-C docking stations.
• Must have any of the following Certifications: CompTIA A+, MS-900, and AZ-900.
• Consistently demonstrates a strong commitment to customer service and support.
• Ability to prioritize tasks and multitask without constant supervision.
• Detail-oriented and deadline-driven.
• Strong relationship-building and critical thinking skills.
• Capable of clearly and confidently discussing technology strategies with client organizations.
• Proficient in both written and verbal communication skills.
• Daily demonstrates high value on customer service and support  
• Ability to set daily priorities and multitask without constant oversight  
• Deadline and detail-oriented  
• Strong relationship and critical thinking skills  
• Ability to speak clearly and confidently on technology strategy with our client organizations  
• Have proficient written and verbal communication skills