Scope:

• The Technical Support Specialist is responsible for delivering high-quality end-user and infrastructure support across endpoint devices, office IT infrastructure, and conference/training room technologies.
• The role requires strong hands-on expertise in Windows and macOS environments, endpoint management platforms, IT asset lifecycle management, and AV systems, with a strong focus on customer experience, operational excellence, and timely escalation management.

What you'll do:

• Provide advanced hardware and operating system support for Windows laptops and Apple MacBooks.

• Diagnose and resolve application-related issues to minimize business impact and user downtime.

• Manage and support endpoint devices using Microsoft Intune, ManageEngine, SCCM, or equivalent tools.

• Oversee IT asset management activities, including procurement coordination, asset lifecycle tracking, inventory audits, and asset disposal.

• Configure, maintain, and troubleshoot printers and multifunction devices.

• Act as the subject matter expert for conference rooms and training room AV systems, including video conferencing units, microphones, displays, and room integrations.

• Coordinate with external vendors and service providers to ensure timely resolution and SLA adherence.

• Provide basic LAN and wireless network troubleshooting at the floor level.

• Handle floor-level IT escalations and ensure prompt resolution of critical and high-priority incidents.

• Support leadership visits, large-scale events, trainings, and business meetings, ensuring IT readiness and on-site support.

• Maintain accurate documentation, incident records, and IT asset data in designated systems.

• Provide regular status updates to stakeholders and IT leadership on issues, risks, and resolutions.

• Contribute to strategic planning and execution of IT initiatives to improve service delivery and operational efficiency.

What we are looking for:

• Bachelor’s degree or equivalent professional experience.

• 7+ years of experience in Technical Support or End-User Computing roles.

• Strong expertise in Windows OS and macOS troubleshooting at both hardware and operating system levels.

• Solid knowledge of enterprise application troubleshooting.

• Hands-on experience with endpoint management tools such as Intune, ManageEngine, SCCM, or similar.

• Strong understanding of IT asset management and inventory tracking processes.

• Proven experience in printer configuration and troubleshooting.

• Advanced knowledge of conference and training room AV systems.

• Working knowledge of LAN and wireless networking concepts.

• Experience in vendor coordination and escalation management.

• Strong communication, customer service, and documentation skills.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience supporting senior leadership and executive users.

• Exposure to ITIL processes and IT service management tools (e.g., ServiceNow).

• Strong analytical, planning, and execution capabilities.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.