Senior It Trainee Jobs (NOW HIRING)

Why We Have This Role

How You'll Find Success

• Going big everytime. As Senior IT Specialist, you'll be a pivotal force in our EUC environment, serving as the face of IT to our users. This role demands exceptional versatility, requiring you to seamlessly navigate high-severity incidents while simultaneously addressing routine user needs. Imagine managing a critical incident call while rapidly deploying a standby laptop for a user who's forgotten theirs - that's the dynamic nature of this position
• Excellent communicator.  Effective communication with end-users is paramount in this role. You'll frequently translate complex technical concepts into clear, accessible language, ensuring seamless understanding and support
• Growth mindset. The EUC landscape is inherently dynamic, demanding continuous adaptation. What was effective last year may be obsolete today. In this role, you'll thrive on the challenge of staying abreast of evolving technologies within our systems. We embrace a culture of learning, understanding that innovation involves experimentation and the occasional setback, from which we consistently extract valuable lessons
• Know your stuff. Your deep understanding of cutting-edge technologies and end-user computing devices will enable you to provide expert guidance to end-users, empowering them to maximize the performance of their laptops
• Continuous improvement mindset. Proactively identify recurring issues and inefficiencies, propose measurable improvements to processes and tooling, and collaborate with cross-functional teams to implement solutions that reduce repeat incidents and increase operational efficiency.

How You'll Grow

• Expanding Skill Sets. This role gives you an opportunity to go beyond your core responsibilities. Learn about related IT domains, such as network administration, office build outs, or database management.This role provides an opportunity to gain proficiency in new tools and platforms that are latest in the market.
• Leadership and Mentorship. Take on leadership roles in projects or initiatives.Mentor junior IT staff, sharing your knowledge and experience.Develop your ability to lead and motivate teams.
• Project Management. Gain experience in managing IT projects, including planning, execution, and monitoring.Develop your ability to prioritize tasks, manage resources, and meet deadlines.
• Proactive Attitude: Take initiative and seek out opportunities for growth.
• Problem-Solving Skills: Demonstrate your ability to solve complex technical and business problems.
• Adaptability: Be willing to adapt to changing technologies and business needs.Be willing to cover to team-mates who are away sick or on PTO.
• Continuous Learning: Stay updated with the latest trends and technologies.

Things You'll Do

• Provide first and second-line technical support to end-users, including troubleshooting and solutions for Mac, Windows, VoIP, video conferencing, and other platforms.
• Respond to IT service desk requests and provide solutions based on existing documentation.
• Perform routine maintenance and system checks, manage user accounts and access permissions, and document troubleshooting procedures and solutions.
• Create and maintain technical documentation.
• Manage the laptop and desktop lifecycle, including peripheral provisioning and equipment disposal and recycling, following global processes and information security policies.
• Maintain accurate IT asset records and respond to audit inquiries.
• Serve as the point of contact for regionally scoped IT services and educate employees about IT processes and self-service options.
• Support desktop equipment (computers, phones, etc.) by triaging requests, identifying root causes, taking remedial action, and escalating to senior team members when necessary.
• Manage the technology component of employee onboarding/departure, including laptop setup and equipment distribution.
• Propose updates to problem-solving documentation when needed.
• Participate in on-call shifts based on follow-the-sun support within business hours.
• As an experience management company, we are committed to achieving 100% customer satisfaction.

What We're Looking For On Your Resume

• 2+ years of experience as 1st or 2nd tier IT Support
• Degree in Computer Science, Information Systems, IT, or similar, or 2+ years of practical experience in IT roles (optional)
• Complete understanding of Mac OS X UI and user-configurable settings
• Familiarity with Windows 10/11 Enterprise OS, Azure AD, and Intune administration
• Understanding of network fundamentals, TCP/IP protocol, and wired and wireless Ethernet networks
• Experience administering a user directory service (G Suite or Active Directory)
• Operational knowledge of Apple Business Manager (DEP)
• Understanding of Jamf, its use at Qualtrics, and its technological limitations
• Windows Intune/Autopilot configuration and operational knowledge
• Experience with AV equipment for meeting rooms (Logitech, Neat, QSC)
• Experience with IT asset management systems
• Soft skills: High EQ, self-education ability, ability to choose the right tool for the job, candid and polite communication, clear and concise writing, good time management
• Aptitudes: Self-sufficiency, proactiveness, curiosity, enthusiasm to learn about IT, strong work ethic, resilience, willingness to build relationships with service users, critical thinking, planning, and analytical abilities
• Preferred Skills
  • Google Meet system administration skills
  • Visitor management system knowledge
  • Experience supporting a large laptop environment with a majority of Mac devices

What You Should Know About This Team

Our Team's Favorite Perks and Benefits

• Wellness Reimbursement - $300 per quarter for activities including gym memberships, massages, workout equipment, meditation apps, and more
• Experience Bonus ($1800/year) to use on an experience of your choice
• Competitive benefits packages
• Free lunches in the office