PURPOSE OF JOB: 

Responsible for troubleshooting and resolving IT issues for end users, executives, and VIPs in an environment that utilizes both Windows and macOS operating systems.

RESPONSIBILITIES: 

• Provide IT support through various channels, including phone, web, remote desktop, email, and in-person, to ensure the uninterrupted operation of core business functions.
• Diagnose and resolve hardware and software related issues in a mixed Windows (10%) and Mac (90%) environment both in-person and remotely.
• Support meetings and video conference calls using platforms such as Zoom and Microsoft Teams. 
• Troubleshoot Wi-Fi and Ethernet network connectivity issues.
• Administer on-premises and cloud-based services.
• Onboarding new hire process for all employees.
• Support end users across various time zones. 

SKILLS FOR SUCCESS:

• Excellent customer service skills with a friendly and approachable demeanor.
• Maintain patience and professionalism in all user interactions.
• Strong organizational skills managing multiple support requests, prioritizing tasks, and maintaining accurate records.

REQUIRED EDUCATION: 

• Associate’s degree in an IT-related field, equivalent training, or work experience is required.

REQUIRED EXPERIENCE: 

• 5+ years of experience with Microsoft Entra ID (Azure AD) and Microsoft Office 365 Office Suite.
• 5+ years of IT Support/Help Desk experience.
• Experience with both Microsoft Windows and macOS.
• Knowledge of TCP/IP, DNS, and DHCP.
• iOS and Android mobile device support.

BENEFITS & PERKS

• Comprehensive healthcare benefits are effective day one! R92M offers generous benefit options, including but not limited to; Medical, Dental, Vision, Life Insurance, FSA, HSA, Short- & Long-Term Disability, Critical Illness Insurance, and Accident Insurance.
• Competitive base pay plus corporate bonus program
• Generous vacation policy, 16 paid holidays, and a company-wide summer recharge week in July
• 12 weeks paid parental leave for employees after 90 days of employment
• Monthly cell phone stipend