Manage the full lifecycle of onboarding and offboarding tickets and processes, ensuring timely and accurate IT setup and deactivation
Provide high quality support for technical issues across our environment, with a focus on maintaining a high standard of end user experience
Manage and resolve inbound support requests via ticketing systems, email, Slack, and remote support tools (e.g. Zoom, Splashtop)
Maintain and support a variety of systems and devices, including MacOS, Windows, mobile devices, AV equipment, and printers
Provide advance troubleshooting for account issues impacting onboarding, focusing on critical systems including but not limited to Workday, Okta, Google, Slack, Zendesk, Jira, and Confluence
Remotely troubleshoot and resolve onsite IT issues related to conference rooms, printers, and other office systems as needed
Document and update IT policies, procedures, and troubleshooting guides for the IT team and for end user knowledge base articles
Identify trends and recommend process improvements to enhance support workflows and employee satisfaction
Assist with IT related projects and initiatives

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