Description

You serve as the first point of contact for technical assistance, resolving day-to-day technology needs for staff in Washington D.C., Madison, and remote locations.

Responsibilities

• Respond to Jira tickets, calls, and emails to troubleshoot internet, VPN, and mobile phone issues.
• Log, prioritize, and document all support requests, ensuring timely resolution and root cause analysis.
• Set up, image, and configure new workstations, laptops, and software for employees and contractors.
• Maintain and troubleshoot office equipment, video/telecommunication systems (Teams, Zoom), and conference room AV.
• Manage user accounts, email distribution groups, and application permissions while collaborating with Systems Administrators.

Required Skills

• 5+ years of hands-on technical support experience.
• Strong expertise in Microsoft Windows workstation support and Microsoft Office Suite.
• Proficiency with Jira ticketing system for logging and tracking issues.
• Ability to troubleshoot hardware, software, and basic network connectivity.
• Experience setting up and maintaining user accounts and permissions.
• Strong customer service and communication skills with attention to detail.
• Ability to safeguard sensitive company and employee information with discretion.

Preferred Skills

• Mac support experience.
• Experience with hardware repair and basic network support.

Key Skills

Education

Any Graduate