Technical Support Specialist

Hi! Tech; New York (NY); Vor Ort; USD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Competitive pay

Generous paid time off

Full benefits package

Zusammenfassung

Hi! Tech in New York City is seeking a Technical Support Specialist to diagnose, troubleshoot, and resolve complex IT issues across macOS, Windows, and Chrome OS.

You will support clients with hardware, software, and network systems, while maintaining clear communication and delivering practical solutions. You will collaborate with AV, Network, and IT teams, create and refine SOPs, and contribute to project deployments.

Qualifikationen

• Strong communication with clients and team members
• Proactive problem solving in IT environments
• Ability to translate technical concepts for non-technical audiences

Aufgaben

• Diagnose, troubleshoot, and resolve IT hardware, software, and network issues on-site and remotely
• Provide end-user training and guidance on IT systems and applications
• Collaborate with on-site teams and external contractors to implement solutions
• Maintain documentation and SOPs; assist in procurement and RMAs
• Configure and administer SaaS apps (G Suite, Slack, etc.) and manage device enrollment/assets

Kenntnisse

Communication

Problem solving

Customer focus

Self-motivation

Tools

G Suite

Dropbox

Slack

Jamf

Atlassian Suite

1Password

OneLogin

Active Directory

Jobbeschreibung

Job Description

Job Description

Hi! Tech, a dynamic IT and technology consultancy located in New York City, is excited to announce an opportunity for a talented, enthusiastic, and personable technical professional to become a vital member of our team.

We are seeking a Technical Support Specialist who will play a crucial role in providing exceptional technical support and solutions to our clients. As part of our dedicated IT support team, you’ll be responsible for diagnosing, troubleshooting, implementing, and optimizing an extensive range of IT hardware, software, and network systems. Your expertise will encompass various technologies, including operating systems (macOS, Windows, Chrome OS), SaaS applications (such as G Suite, Dropbox, Slack), networking protocols (DNS, DHCP, VPN, TCP/IP), and endpoint management solutions (MDM).

In addition to your technical skills, you will cultivate strong client relationships, offer insightful consultations, and ensure that our technology aligns seamlessly with client needs. As a proactive problem-solver, you will excel at simplifying complex technical concepts for our non-technical audiences.

You will report to one of our Managers, who will provide you with both technical guidance and professional support. Collaboration withteam members, including AV Support Specialists and Network Engineers, will be key in ensuring we deliver comprehensive technology solutions to our clients. We look forward to the possibility of welcoming you to our team!

What We Offer

• Competitive pay
• Generous paid time off
• Full benefits packages (medical, dental, vision, 401K, and life insurance)
• Opportunities for growth
• Great company culture

A Successful Candidate

• Takes initiative, is proactive, and self-motivated
• Strives for excellent communication with clients and team members;
• Thrives in the face of uncertainty, excited to create solutions;
• Is an excellent problem solver;
• Effectively communicates complex ideas or topics to a non-technical audience;
• Takes initiative and self-motivating;
• Has a strong internal locus of control;
• Believes in consistent professional development and growth;
• Is highly-likable; and,
• Is well versed in all things IT and tech-related, with a wide breadth of knowledge across software, hardware, networking, and security disciplines.

Key Responsibilities

• Diagnose, troubleshoot, and resolve complex IT hardware, software, and network-related issues efficiently, providing both on-site and remote support for clients across macOS, Windows, and Chrome OS.
• Provide comprehensive technical support, training, and guidance to end-users on the operation of various IT systems and applications.
• Partner with on-site teams in troubleshooting intricate IT systems, particularly within complex environments.
• Maintain proactive, clear, and regular communications with customers and internal stakeholders across all applicable channels (e.g., Slack, Google Chat, Email, Jira, etc.).
• Actively contribute to the creation, refinement, and maintenance of technical documentation and Standard Operating Procedures (SOPs), incorporating on-site learnings, customer feedback, and best practices.
• Liaise effectively with manufacturers and service providers for equipment procurement, advanced technical support, and repairs, including managing Return Merchandise Authorizations (RMAs).
• Collaborate effectively with other IT specialists, external contractors, and system integrators during troubleshooting, repair procedures, and new installations.
• Provide detailed, accurate, and timely reporting of work completed for client deliverables.
• Install, configure, and test a wide range of IT equipment, including desktops, laptops, peripherals, and network hardware (modems, firewalls, switches, access points).
• Configure and administer SaaS applications such as G Suite, Dropbox, Slack, Jamf, Atlassian Suite, 1Password, OneLogin, and Active Directory.
• Manage device enrollment and asset management for client hardware.
• Perform proactive maintenance, system diagnostics, and firmware updates for IT systems to ensure optimal performance, reliability, and longevity.
• Assist in designing and implementing new IT solutions and upgrades for existing client systems, ensuring alignment with client requirements, industry best practices, and Hi! Tech’s standards.
• Consult with clients to assess their IT needs, understand their objectives, and recommend appropriate and innovative solutions or system enhancements, including researching best-in-class hardware, software, and peripherals.
• Manage and maintain an organized inventory of IT equipment, spare