Senior Information Technology Specialist

Summary

Join Bounteous as a Senior Information Technology Specialist to provide onsite and remote technical support to team members. You will be the first point of contact for resolving basic technical problems, quickly identifying issues and resolving desktop problems. Manage vendor relationships for procuring laptops and software. Diagnose and resolve package or application problems, and assist with SaaS or internal applications. This role requires experience with Apple Mac support, Office 365 administration, and Azure Active Directory administration. You will also assist with onboarding new team members and managing the full device lifecycle. The position requires strong problem-solving skills and the ability to work independently and as part of a team.

Requirements

• 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

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

Preferred Qualifications

• BA/BS in Computer Science and or equivalent experience
• 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