IT Support Engineer

Workrise is hiring a Support Engineer who will be responsible for troubleshooting problems experienced by our end-users by identifying and analyzing their issue. Our ideal candidate for this role will be someone who enjoys working with technology to provide solutions that help others thrive, has the desire to work in an environment surrounded by growth and learning opportunities, can communicate effectively, and take ownership of multiple tasks, all while working within a small team to support our employees facing problems related to hardware, software, and networking. This role will be non-exempt and will report to the Team Lead, IT Support Engineering.
What you'll be doing:
Assist with the ticket queue for day-to-day IT requests

• Work on IT Help desk tickets in Jira (Troubleshoot hardware for remote employees, application provisioning and deprovisioning)
• Be a point of contact for customers to obtain technical support for in-office and remote employees
• Update and follow technical documentation, knowledge base articles, How-To documents, etc

Office support

• All hands, board meeting and ad hoc conference room support
• Desk set up including monitors, keyboards, etc.
• Device management, including new laptop deployments, collecting laptops from previous employees, and maintaining office inventory
• Weekly new hire orientation sessions

Experience and Education Requirements:

• 1+ year of end-user support experience, college degree or associates degree
• Proven successful processional experience managing and troubleshooting:
  
  • Google Workspace (G Suite) administration
  • Apple macOS and Microsoft Windows 10/11
• Demonstrated ability to communicate complex technical information effectively, both in writing and verbally, to both technical and non-technical stakeholders
• Demonstrated competency in troubleshooting
• Ability to multi-task and document several tasks at once

Additional experience preferred, but not required:

• Google Workspace/Microsoft/CompTIA certification
• Microsoft Office365 administration
• Experience with Jira service management, Zendesk, or similar ticketing system
• Previous experience in a customer service position

Essential Job Functions:

• Regular, on-time attendance
• Ability to communicate effectively
• Ability to use office equipment such as a computer, copier and telephone
• Ability to use office computer programs such as e-mail, Google Docs, Microsoft Word, PowerPoint and Excel
• Ability to drive a non-commercial vehicle (must possess a valid driver's license)
• Occasionally remain in a stationary position, often standing or sitting for prolonged periods
• Ability to manipulate office equipment such as a computer, copier and telephone
• Occasionally ascend or descend ladders, stairs, scaffolding, ramps, poles and the like
• Ability to lift/carry up to 50 lbs
• Ability to reach overhead