What You’ll Do

Authentic is looking to hire an in-house,  IT Support Specialist. In this role, you'll be responsible for the support of all technology within Authentic and will provide onsite support for our offices. Our company is growing fast, and we need a hands-on, experienced technology specialist to both directly support all our employees and assist in shaping our technology future. In this role, you'll be expected to be hands-on, ready, and eager to roll-up your sleeves and solve problems. Our current technology stack consists of both Macs and Windows based laptops, Office 365m leveraging Teams, Box, and numerous other marketing and sales technologies (Teams/Zoom Rooms, DTENs, Crestron, Brighsign, etc.). This role will report to the IT Support Lead.

 What you’ll be working on

• Resolve daily ticket requests for tier 1 and 2 technical issues. This includes tickets for the US as well as other regions such as EMEAI or APAC.
• Consistently track and complete all tasks in the IT ticketing system.
• Own communication between end users and escalation for higher profile issues.
• Maintain outstanding verbal communication skills with the ability to communicate seamlessly with technical and non-technical colleagues at all levels in the organization.
• Create and/or follow documented procedures; review periodically and suggest or make improvements or updates.
• Daily interaction with end-users in response to their inquiries, concerns, and requests.
• Support Active Directory, Microsoft Exchange, Office 365 w/Teams, and other apps (managing user and group accounts, permissions)
• Provide executive support when needed or advised.
• Responsible for local (and remote if needed) onboarding and offboarding; includes provisioning accounts and equipment for new hires and removing and collecting equipment for offboarding/terminations.
• Train and guide staff in best practices for hardware and software usage.
• Support On-Site office operations (Printers, A/V equipment in conference rooms, workstation setup).
• Use remote support tools to guide end users through troubleshooting steps.
• Troubleshoot a variety of technical issues across different operating systems (macOS, Windows, mobile iOS); we have about 70% MacOS adoption.
• Maintain an inventory of new/existing IT hardware.
• Participate in the after-hours on-call rotation (after hours support and/or some weekend work is expected as required by the business).
• Coordinate and facilitate vendor support for hardware failures and/or maintenance.
• Work one-on-one with employees at all levels to troubleshoot and correct hardware and software issues.
• Participate in the planning, execution, and delivery of technical projects (as directed by IT leadership).
• Identify areas for process improvement; help drive continuous improvement efforts.

• Develop and deliver support and other IT related reports.
• Collaborate with the team to plan and implement system updates, upgrades, and new technologies as directed by dept management.
• Perform other duties as assigned.
• The ability to lift, squat, move at least 40lbs.

 Must Haves:

• 1-3 years’ experience in providing end-user support in mid-large business.
• A self-starter ability to multitask, prioritize issues based on severity and work within a team environment.
• Approach users’ issues with empathy.
• Strong knowledge of MAC OS (70%), Microsoft OS (30%).
• Box and/or other SaaS based content storage support experience.
• Experience with automated management and deployment such as JAMF, ConnectWise products.
• Ability to learn new technologies quickly and with minimal guidance.
• Thrives on technical challenges and takes pride in solving them.
• Able to promptly and tactfully communicate with end users, provide solutions and/or direct requests of unresolved issues to appropriate IT team members.
• Thorough understanding of hardware setup and software installations including Office 365, and account setup including email accounts, server access, and VPN access.
• Outstanding organizational and time-management skills; you must be comfortable handling periods of high demand and expediting numerous priorities simultaneously.
• Good knowledge of cyber security and data privacy principles.
• Degree in Computer Science, Engineering.

Primary Location Hourly Range: $25-$30