RESPONSIBILITIES:

• Analyze, troubleshoot, and resolve technology issues by providing white-glove customer service over the phone/email and in-person.
• Install, configure, and maintain hardware and software including workstations, laptops, laser printers, networked copiers, scanners, mobile tablets, and video conferencing equipment.
• Effectively document problems and solutions through an internal ticketing system
• Perform asset inventory management, including monitoring, reporting, patching, and planning.
• Perform user onboarding (including technology-related tutorials)
• Identify persistent problems in the environment and work with team member to deliver effective solutions.
• Support Senior Level Management in the office, travel, and home environments.
• Interact with hardware vendors and service providers as needed, to close open issues.
• Administration of Azure Active Directory, Microsoft Endpoint Management (Intune), Microsoft Office365 (including Teams, SharePoint, Exchange, and OneDrive), CrowdStrike and Salesforce.
• Maintain an internal technology knowledge base.
• Perform related duties consistent with the scope and intent of the position.

BASIC QUALIFICATIONS:

• Bachelor’s degree in Computer Science or similar field or equivalent experience working in a helpdesk or internal IT support environment; or 6+ years of professional experience in lieu of a degree
• 2+ years working knowledge and roles of networks, firewalls, switches, and router infrastructure to be able to support troubleshooting enterprise tool and employee systems.
• 2+ years’ experience setting up and supporting Windows and Mac devices and troubleshooting

PREFERRED SKILLS AND EXPERIENCE:

• Managed and used enterprise tools such as Office 365 user setups, Azure Active Directory, inventory management system, video conferencing, and VOIP telephone systems: 2+ years’ experience.
• Strong people skills. Ability to listen, to communicate and to relate to others on a personal or professional level. Good people skills also extend to include problem-solving abilities, empathy for others and a willingness to work together toward the common good.
• Exemplary communication skills, both written and verbal
• Extensive hands-on hardware troubleshooting and equipment support experience
• Extensive software troubleshooting experience with a comprehensive understanding of Microsoft’s Office products and Cloud services (including Azure AD and Endpoint Management)
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Looking for a highly motivated individual who is eager to contribute to a dynamic, fast-paced work environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research into PC and software issues and products as required.
• Working technical knowledge of current protocols, operating systems, and standards
• Ability to operate tools, components, and peripheral accessories.
• Experience using Atlassian Suite (JIRA and Confluence)

WHAT WE LOOK FOR:

• Critical thinking:  ABL engineers understand the “why” behind all design decisions, operational events, and test outcomes.
• Ability to deal with ambiguity: ABL engineers must be comfortable defining their own pathway to an objective.
• End-to end ownership:  projects are delivered fully complete and ready for flight.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENTS:

• Ability to sit or stand for extended periods of time.
• Ability to use a computer to complete assignments.
• Ability to communicate with individuals and groups in person, by phone and telepresence.
• While performing the duties of this job, the employee will typically work in an office environment.
• Must be willing to travel 25% of the time