Helpdesk Operations Technician

POSITION OVERVIEW:

The Helpdesk Operations Technician acts as the primary user-facing support staff for IT. In this role you will enthusiastically teach internal users how to best interact with and utilize technology; providing support as needed via face to face interaction, chat, email, and video calls.

WHAT YOU’LL DO:

Provide in-person walkup IT Helpdesk assistance to client employees, contingent workers, and visitors

Provide technical assistance and support related to computer systems, hardware, and software

Respond to queries, run diagnostic programs, isolate problems, and fix or escalate issues as required

Provide technical assistance and support for the following software platforms: Office 365, Zoom, Slack, Lucidchart, 1Password, Confluence, JIRA, Adobe CS

Troubleshoot Mac OS and iOS user hardware

Update internal and external documentation

Hours of work Monday-Friday from 8:30am to 5:30pm

Manage a queue of Jira tickets with expectations to respond/resolve tickets within predetermined SLA with 90% success rate

Maintain average CSAT of 4.5 or higher

Completing other technical projects and tasks as needed

Provide Tier 1 and 2 AV support and break fixes as needed

WHAT YOU NEED TO SUCCEED:

2+ years of experience as an IT Support Engineer, Analyst, or Administrator

Be empathetic, humble, and possess a strong focus on customer service

Possess outstanding interpersonal and communication skills

Maintain strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, Dropbox, or similar cloud providers

Possess strong working knowledge of Atlassian systems (JIRA and Confluence)

Strong knowledge of Mac OS and iOS platforms

Ability to work individually and within a team

Undergraduate degree in a technical field

Strong organizational and managerial skills and detail-oriented work ethic

Flexibility to work outside of standard work hours to accommodate special projects

Must speak fluent English

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit