- Processing of laptop replacement queue.
- First point of contact within Global Service Desk (GSD) support channels including (but not limited to) ITSM ticketing platforms, Slack support channels (as determined by GSD leadership), and in-office walk-up support.
- Respond to common technical difficulties, training and guidance requests from user base involving desktop/laptop hardware and software/applications
- Monitoring and actioning appropriate ITHELP Jira queues as directed by GSD
- Software Provisioning / Deprovisioning within scope/access constraints of role within GSD
- Adherence to standard escalation processes for IT tickets
- Adherence to standard ticket handling practices as directed by GSD (e.g., components, labels, other ITSM related fields)
- Slack Administration (within role access constraints)
- Google Workspace Administration (within role access constraints)
- Laptop imaging and set up for new and existing employees.
- Ensure Standard Operation Principles (SOPs) are followed, and all processes and procedures adhere to EOS company policy/standards.
- Primary ownership of cadenced (as directed by GSD) office desk workspaces for peripheral testing, replacement and general tech readiness
- Other IT/Helpdesk support as needed.
WHAT YOULL NEED TO SUCCEED:
- Technical certification or bachelors degree in IT-related field preferred.
- Ability to communicate and write proficiently in a corporate environment.
- 3-6+ years of proven experience in a helpdesk or technical support role.
- Strong understanding of Apple operating systems, software applications, and network systems.
- Excellent problem-solving and communication skills.
- A commitment to providing exceptional customer service.
- Ability to work independently and in a team-oriented environment.
- Familiarity with IT service management (ITSM) and helpdesk software is a plus.
