IT Support Technician

Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.
Trusted by more than 1 million homeowners across the US and Canada, we are America's largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.
We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We're proud to say we've been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:
Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women's Committee.
Position Summary: The IT Support Technician is responsible for analyzing and troubleshooting computer problems for employees, fulfilling new hardware, software, and peripheral requests, and assisting other IT resources with project-specific support needs. IT Support Technicians may assist in person, through email, or over the phone. The IT Support Technician is required to utilize a service desk system for tracking customer needs.
Essential Duties and Responsibilities:
• Provide support as the first point of contact for any issue throughout the organization and escalate as appropriate. • Perform on-site technology setups and troubleshooting on an as-needed basis. Technology includes but is not limited to, computer and network devices, AV equipment, and software installation. • Perform remote technical support. • Assist with identity management (active directory and security/access integrations). • Desktop and laptop build and management. • Identify reoccurring issues and help devise solutions to prevent them. • Assist with analyzing outstanding help desk items. • Assist with asset management for the entire organization. • Carry out supplementary IT tasks such as various technology installations, project assignments from systems or network engineers, and third-party vendor interaction. • Performs other duties as assigned by supervisor.
Program examples: Zapier, Centah, Wingen, Nextiva, Salesforce, Improveit!360, Office365, Salesforce Data Loader, Marlimar, SalesPro LEAP, Apple Business Manager, JAMF
Leap / Sales Pro:

• Add and remove products per request.
• Update and manage contracts.
• Add and remove users.
• Manage User unique identifiers.
• Outside of work hour updates to avoid sales disruption.

Improveit!360 / Salesforce:

• Maintain an active staff and user list.
• Building flows for further end user ease of use
• Building of accurate reports/views for data analyst
• Creation of new fields and objects
• Fluent and understand Apex Code
• Update and code Documents.

iPads:

• Apple Sign in Troubleshooting
• Managing Active List of iPads per user in ABM and JAMF
• Using Apple Configurator to manually add iPads to ABM.
• iPad preparation, setup, Screen protector, case.
• Trouble shooting, Cell data, applications, overall iPad issues.

Experience and Minimum Qualifications:

• Bachelor's degree preferred, or equivalent combination of education, training, and experience.
• 1+ years of experience in a technical support role.
• Practical and technical knowledge of the position and knowledge of applicable support tools and resources.
• Must be able to work a flexible schedule.
• Demonstrated willingness to learn new technologies.
• Ability to comprehend complex technical topics and specialized information.
• Ability to complete assigned tasks during stressful situations.

• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without "dropping the ball."
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a "roll up your sleeves" and "win every day" mentality.
• Hold oneself accountable and responsible while being self-driven in accomplishing goals.
• Detail-oriented and can focus on the task at hand by finding the most efficient and effective pathway to completion.
• Excellent verbal and written communication skills at all levels to communicate with internal and external stakeholders articulately.
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, and solve complex problems.
• Ability to provide timely and empathetic service through all communication channels keeping peer and customer needs first.
• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities, or Certifications:

• IT certifications such as CompTIA A+, etc.
• Experience utilizing enterprise-level IT support ticketing systems.

Travel Requirements:
• No travel required.
Overtime/Additional Hours Requirements:

• May be requested to work overtime on evenings and weekends dependent on business need.

Physical Requirements:

• Normal office environment.
• Performs indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, a Sit/Stand desk is provided.

Diversity and Inclusion Statement
Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.
Equal Opportunity Statement
Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).
Americans with Disabilities Act Statement and Contact
Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected] .