Responsibilities:

• Troubleshoot to resolution Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned
• Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Lenovo, Dell and Microsoft
• Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
• Host or moderate Zoom virtual meetings and Webinars
• Remote user support with focus on North American locations (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa, Toronto Metro, Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.)
• Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
• Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
• Provide outstanding customer service
• Build and maintain IT knowledge base by creating knowledge management articles
• Ability to lift 50 lbs

Qualifications:

• Extensive knowledge of Windows 11, macOS, and Microsoft 365Support knowledge and experience with hardware from Lenovo, Dell, Microsoft, and Apple
• Administration experience with Zoom Admin portal
• Host and moderator experience with Zoom virtual meeting
• Understanding of system administration, basic networking, and VoIP concepts
• 4 - 6 years' experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment
• Bachelor s degree in computer science or MIS or equivalent work experience
• Desired technical experience and knowledge