Role OverviewID.me is looking for anIT Support Analystto join our IT department to support end users to resolve any technical issues. This role will be responsible for triaging and resolving tier 1 and 2 support tickets in a 24 hour environment. Assisting the IT team with hardware setup, new hire equipment coordination, and various IT administrative tasks.If you enjoy the challenge of rolling up your sleeves and jumping in to solve technology and hardware related problems, this would be an excellent opportunity for you!ResponsibilitiesProvide front-line support to end users on various technical issuesTroubleshoot and support Apple hardware, software, and peripheralsAnswer questions and resolve helpdesk requests in a timely mannerProvide friendly customer support for the entire organization while maintaining SLAsMaintain ownership of the support request Log details of the interaction within the support toolConsult with members of the IT team on possible solutions to complex and recurring problemsSet up new hire equipment including laptops, monitors, and other accessoriesHelp support user accounts across various internal and external systemsAssist in setting up hardware and internal software systems Assist with writing documentation and technical instructionsEnsure compliance with IT operating procedures and ensure accuracy in logsAssist with obtaining and replacing equipment if necessarySupport existing IT infrastructureAssist with boxing and shipping of equipmentInstall and configure new IT equipmentOther responsibilities as assignedRequired Qualifications2+ years of experience in a desktop support or IT support role in an enterprise environmentExceptional customer service skills and patience is a must Experience with different platforms and various operating systemsExperience diagnosing, debugging and resolving technical issuesBeing a team player who is also willing to ask questions Ability to work independently and prioritize tasksAbility to pay close attention to detail while performing technical tasksAbility to write clear and concise documentationExcellent time management, organizational, written, and verbal communication skillsExperience working with a ticket-based support systemAbility to move IT equipment weighing up to 25 pounds, occasionally up to 50 poundsPreferred QualificationsRemote Desktop supportExperience supporting multiple OS environments.Experience supporting common corporate cloud applicationsExperience with MDM and common issuesVision:To be the world's leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.Mission: To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost. People:We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks toID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates. ID.meCore Values:*Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Communicate like a scientist. *Be truthful (even when it's hard). *ReflectID.me's values in your actions. *Act like an owner.ID.meCareer Site & Culture Deck:https://www.id.me/careers #LI-JS1
