Senior Information Technology Specialist

We are looking to hire a new Senior Information Technology Specialistwho will be responsible for providing onsite and remote technical support to Bounteous Team members in an efficient and accurate manner. The Helpdesk is the front line and is responsible for solving basic technical problems. The Helpdesk’s objective is to quickly identify a team member’s issue and resolve basic desktop issues with that person.

Qualified candidates will be willing to manage vendor relationships for procuring laptops, their accessory hardware and any installed software. Experience is required to diagnose and resolve package or application problems. The respective team member will assist the Helpdesk with SaaS or internal applications to keep Bounteous' teams operating efficiently.

Role and Responsibilities

Support, monitor, test, and troubleshoot hardware and software problems related to the Bounteous global Apple & Windows laptop fleet

Set up equipment for employee use, performing or ensuring proper installation of laptops, operating systems, or appropriate software.

Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).

Assisting the Talent and Culture team with onboarding new team members on their first day, providing access to products and services, and answering any IT concerns

Assist with full Device lifecycle including purchasing, deployment and decommissioning, recycling/selling of discarded devices

Be an escalation path on the Tier 1 Helpdesk by assisting and providing guidance on tickets assigned to other team members as needed.

Escalate to operations, solutions, infrastructure engineering teams, or appropriate resolver team when assistance is needed

Use the incident logging system(SolarWinds) to maintain incidents and requests through the complete ticket life cycle

Create support documentation as appropriate for all hardware resources in line with Bounteous processes.

Required Qualifications

5+ years of hands-on Office 365 user administration

5+ years Apple Mac support experience

Hands-on Azure Active Directory administration: file and share permissions, user administration: password & MFA resets

Experience with improving system's performance by recommending, and implementing hardware updates including firmware changes and break/fix

Perform trouble call resolution, diagnosis of complex problems, user support follow-up, and Technician interaction with other IT employees, Team members, and outside vendors

Require minimal supervision and provide oversight for assigned projects

Advanced English Fluency to engage with U.S. customers and read, write, and understand technical documentation.

Effectively manage all Assets via an asset management tool

Experience with software as a service (SaaS) and other software hosting protocols

Preferred Qualifications

BA/BS in Computer Science and or equivalent experience (Preferred, not required: Associates (or equivalent) degree in Computer Science or Information Technology from a technical school)

May require lifting or carrying desktop computers up to 50 lbs

Experience managing and maintaining infrastructure devices, including switches, routers, and firewalls

Experience deploying packages in Microsoft Endpoint management (Intune)

Experience deploying packages in Apple/Mac Endpoint management (Kandji)

SolarWinds Service Manager experience