Job description

Primary Responsibilities - Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations. - Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting. - Assist House offices in installing, configuring, and using House-supported software and applications. - Decommission devices by wiping Macs, iPhones and iPads. - Contribute to the development of user-facing documentation and installation guides. - Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.). - Offer consulting services to House offices on best practices, system usage, and technology recommendations. - Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise. - Perform user data migration tasks upon request, ensuring data integrity and security. - Create and deploy system images for computers and laptops to streamline setup and deployment processes. - Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, Jamf). - Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed. - Use PowerShell and Power BI to create custom reports as needed - Use PowerShell to automate maintenance processes as needed. Additional Expectations - Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues. - Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment. - Perform other official duties as assigned. Qualifications and Technical Requirements - Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals. - Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems. - Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues. - Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management. - Ability to operate effectively in a fast-paced environment and meet tight deadlines. - Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues. - One (1) year minimum experience supporting: - o macOS - o Remote access tools (e.g., Cisco AnyConnect) - o VPN and secure remote connectivity (RSA SecurID experience preferred) - - Three (3) years minimum experience in: - o IT Call Center environments - o Active Directory user and account administration - o Supporting Microsoft Windows 10 and Office 365 applications - o Supporting mobile operating systems (iOS, Android) - o Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online - Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune. - Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)) - Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems. - Five (5) years of Active Directory user and account administration. - Five (5) years of experience supporting Microsoft Windows and Office 365 applications. - Three (3) years of experience supporting clients using remote access software. - Three (3) years of experience supporting remote connectivity (VPN). - Ability to lift up to 50 pounds of equipment as needed for on-site hardware support Preferred Qualifications - CompTIA Certification (e.g., A+, Network+, Security+) - M365 Certification - ITIL Foundation Certification - Relevant college degree in IT or related field - Other industry-recognized IT certification

Requirements