Job Description
Job Description
IT Support Technician
Role Overview
We are seeking a highly skilled and customer-focused contractor to operate our walk-in IT Support.
The ideal candidate must possess the deep technical expertise required to rapidly diagnose multi-platform issues on the bench, alongside the professional polish and agility needed to step away to deliver urgent desk-side support for C-suite executives and conference room AV emergencies.
This team member will act as the face of IT, blending technical acumen with exceptional hospitality.
Provide on-site, first-line AV support to troubleshoot and resolve connectivity, camera, and microphone issues in conference rooms and TV-equipped spaces.
Required Technical Skills
- Deep administrative troubleshooting knowledge of Windows 11, macOS, and ChromeOS. Strong understanding of how machines enroll into Mobile Device Management (MDM) platforms (Workspace One, Google Workspace, Active Directory) and how to resolve common enrollment failures.
- Practical troubleshooting experience within Google Workspace (account provisioning, 2SV/security keys, Drive file sync, Google Meet hardware) and Microsoft 365 desktop applications.
- Proven ability to perform rapid component diagnostics, identify battery/display/port failures, and run vendor-specific hardware diagnostics (Client and Apple).
Candidate Profile & Soft Skills
- Experience: 3–5 years in Desktop Support or End-User Computing, with at least 1–2 years supporting high-touch walk-in kiosks (e.g., Apple Genius Bar, corporate Tech Stop) or dedicated VIP/Executive environments.
- Exceptional patience, empathy, and de-escalation skills. You must be able to translate complex technical issues into plain language for frustrated end-users.
- The ability to seamlessly pivot from a stationary walk-in desk environment to mobile desk-side support without losing track of queue priorities.
- Demonstrate the ability to work independently and autonomously, effectively prioritizing competing demands between the walk-in desk and desk-side escalations.
- Identify recurring pain points, workflow bottlenecks, and user error trends at the lounge, and escalate recommendations to the Endpoint and Systems Engineering teams for automation and process streamlining.
- Excellent communication skills, customer service skills, presentation skills and attitude.