Address
Form of workAbout Your Contributions:
About You:
- Reporting to an IT Service Desk Team Lead, as a member of the IT Service Desk team, provides support to the Dotdash Meredith staff, including desktop support issues primarily on-site, and remotely as needed. Support may take place in person or via phone or Zoom.
- Manage ticketings and queues for the IT Service Desk, providing exceptional support and resolution times.
- Ensure provided support meets SLAs.
- Participate in the On-Duty rotation covering walkup support, Slack, and ticket management.
- First point of escalation for all desktop issues including after-hour and weekend support for business-critical functions.
- Assist with application provisioning and deployment of new equipment to end-users and new staff.
- Provide backup support for conference and Zoom support.
- Assist with hardware repairs through vendors.
- Assist with management and auditing of hardware inventory, as well as software site licenses.
- Create, manage, and maintain internal technical documentation as is relevant to the team.
- Assist with ad-hoc and team projects as needed.
About You:
- 4+ years of experience in a technical support role
- Bachelor's degree preferred
- Outstanding customer service powers
- macOS and Windows 10/11 proficiency
- Mac and PC hardware troubleshooting
- Knowledge of Google Workspace and Office 365
- Basic networking skills
- Strong desire to learn new technologies and systems
- Zoom and Zoom room support experience
- Comfortable working with ticketing systems such as Zendesk and Jira (cloud) Service Desk
- Ability to work occasionally after hours and on weekends for maintenance and as part of our on-call rotation.
- Industry certifications are a plus
