Job Description

Service Desk Engineer

6 Month Contract with potential to extend and possibly covert to FTE (No C2C and No Visa or Student Sponsorship)

Onsite daily in Jacksonville Beach, FL (32250)

Pay up to $37/hr. for contract portion. Conversion to FTE rate closer to $34/hr.

The ideal candidate will bring over 8 years of hands-on enterprise experience with Mac, iOS, and JAMF. Familiarity with Windows platforms is also required, and experience providing VIP support is highly preferred.

Description

The Tier 2/3 Service Desk Engineer position encompasses phone and desk side support, project team membership, service ownership and is the lifeline of support for our VIP customers. This person also supports all remote conferences and provides home support for any Partner office. It is essential that this person be an excellent communicator and work well on their own. They will be responsible for supporting the most senior staff and need to always act and communicate professionally.

We are looking for an individual that has experience providing white glove technical support and guidance to VIPs. This person must have strong communication skills and a strong technical background, including both phone and onsite support.

Experience in a large-scale environment is a must, supporting 500 end users or more in a Mac focused environment.

Candidate must be an analytical thinker as this position will involve problem resolution and process/policy development.

Overall customer service orientation skills are a requirement.

A degree in IT-related or comparable experience is a plus with at least 4 or more years of professional IT experience with emphasis in VIP or high-level Executive Support.

Responsibilities

• VIP service support in a mainly Mac/iOS environment
• Responsible for creation and updating all policies, procedures, and documentation for VIP service
• Responsible for tracking trends and metrics for VIP support requests, finding resolutions for adverse trends, and driving to completion
• Responsible for documenting incidents, problems, and requests in the company ticketing system (ServiceNow)
• Responsible for providing resolution and documentation for escalated issues
• Responsible for researching and testing new devices/software/hardware that provides business value
• Prime escalation points for Tier 1 and Tier 2 for all VIP requests
• Responsible for the installation, configuration, and support of the hardware and software supported in the environment (from imaging a new notebook system to supporting a Skype call between a user and a client of ours)
• Provide phone and remote troubleshooting support to over a thousand users in our US and international offices

Desired Capabilities

• Previous working experience as a Systems Administrator/Tier 3 Service Desk (2-3 years)
• Should have experience working with enterprise information technology tools such as Microsoft Endpoint Manager (SCCM), JAMF, ServiceNow, and Bomgar.
• Previous working experience supporting VIP/C-Level Executives (1-2 years)
• Has extensive knowledge of Active Directory including user accounts, computer accounts, groups, and OUs
• Provide phone and remote support for non-standard software/hardware/devices for VIP offices
• Has a working knowledge of PowerShell or similar technology used to automate repetitive tasks in the environment; basic scripting is a plus
• Experience in supporting and troubleshooting Lenovo notebooks and desktops
• Experience in supporting and troubleshooting Apple hardware and software
• Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2016/O365 (Outlook, Word, Excel & PowerPoint) for both Windows and Mac
• Experience in supporting HP color printers and copiers (from installation, to configuration, to diagnosing failures and to contacting HP support for repairs)
• Provide phone and desk side support for mobile devices (iPhone, iPad, Windows Mobile & Android)
• Knowledge and experience with Bomgar (or equivalent)
• Knowledge and experience with Box Sync, Box Drive, and other cloud services
• Knowledge and experience with Exchange and 0365

Compensation:

The estimated pay range for this position is USD $35.00/hr - USD $37.00/hr and is a Non-Exempt role. Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Benefits:

We offer comprehensive benefit options which vary depending on role, location, and employment type. Benefit options may include Medical, Dental, Vision, 401(k), Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Spending Accounts, Parental Leave, Paid Time Off, and Holidays. The Talent Acquisition Partner can share more details about compensation or benefits for the specific role during the hiring process.

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