Leadstack Inc.

Job Summary:
Looking for talented IT support individuals to provide global enterprise support to internal employees through various intake channels including phone, chat, tickets, and face-to-face support at Techbars. In this role, analysts will provide global support by troubleshooting, diagnosing, installing, and configuring a variety of hardware and software. Techforce Analysts exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems.


Responsibilities:
Technical

Hardware and software troubleshooting for laptops (Apple, Dell, and HP), desktops (Apple and HP), corporate-owned mobile devices (IOS/Android) along with standard peripherals, and hardware provisioning/imaging.
Troubleshoot, diagnose and resolve connectivity issues and work with Network partner teams as needed
Troubleshoot, diagnose and resolve a variety of client, mobile, and cloud applications
Experience supporting and troubleshooting Active Directory related issues
User and administration of various operating systems (macOS/iOS, Android, Windows, and Linux Ubuntu)
Access management requests
Problem Solving

Solve complex incidents by applying known documented solutions and processes
Ability to work issues to completion with minimal direct supervision.
Adaptability

Perform all tasks related to the day-to-day operations
Work in a fast-paced environment, focusing on customer success and driving issues to resolution across several support channels: phone support, chat support, case support, local or face to face support
Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls
Adapt quickly to new technology and business requirements in a dynamic global environment
Attend and complete all team training and seek work with others to expand skillset
Customer Service

Utilize attentive listening to understand the needs of the customer and empathize with them
Communication and collaboration

Communicate with different audiences, regardless of technical understanding, across several communication mediums/channels to include but not limited to: instant messaging, emails, video conferencing, or face to face support
Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.
Contribute to ensuring content accuracy and updating internal and customer support documentation as needed
Partner with the team and business partners to learn new skills, ask for help, and escalate as needed.
Detail Oriented

Complete and submit timesheets and time tracking each week
Maintain calendar hygiene by accepting and/or declining meetings and only inviting those needed
Maintain and demonstrate 100% compliance with all written security policies, SOX procedures, and change management controls
Follow all support documentation and standard operating procedures
Required Skills:
BA/BS Degree in relevant technology-focused degree or 2+ years of experience in a desktop support function in a medium to a large enterprise environment
Ability to balance multiple needs/tasks across various audiences
Understanding of business processes and ability to translate business requirements
Strong verbal and written communication and documentation
Strong team player with customer success focused mindset
Strong troubleshooting and problem-solving abilities
Strong adaptability to change
Must be self-motivated and able to work in a fast-paced environment
Preferred Skills:
Polycom and Video Conferencing solutions experience
Linux support experience
*** Certified Admin
Knowledge of desktop security
Experience with macOS, Windows, iOS, and Android

BA/BS Degree in relevant technology-focused degree or 2+ years of experience in a desktop support function in a medium to a large enterprise environment

Long term contract

open to candidates in Indianapolis, Atlanta and Dallas.