IT Support Technician

IT Support Technician / White Glove Specialist

Louisville, KY

Pay From

$65,000 pe year

MUST

Experienced IT Support Technician

4+ years of progressive and well round IT troubleshooting / systems administration experience

Advance administration experience with MS 365 applications, MS office Suite, Outlook, MS Teams, OneDrive and SharePoint

Experience troubleshooting email, file-sharing, collaboration, permissions, authentication, and synchronization issues

Working knowledge of Windows 10/11 administration and troubleshooting

Experience with various Remote Monitoring and Management (RMM) platforms

Experience with access tools such as Active Directory and MS Entra ID

Experience with basic network management and TCP/IP, DNS, DHCP, and Wi-Fi

VPN clients and remote-access technologies

Understanding of Endpoint security, encryption, and endpoint protection technologies

Strong customer service and communications skills, both oral and written

Strong critical thinking skills that facilitate expedient problem solving

Skilled in developing responsive, accessible, and scalable web applications

Ability to troubleshoot, debug, and solve complex issues efficiently

Relevant certifications are desired

BS Degree is preferred

DUTIES

The ideal candidate will serve as the on prem IT specialist providing white glove support and a advanced technical support for complex endpoint, identity, productivity, connectivity, and application issues

This role is responsible for independently troubleshooting and resolving technical problems, coordinating with specialized teams when necessary, and maintaining clear ownership of issues through resolution

A key responsibility of this position is providing white-glove (high level of customer service) technical support to executives, C-suite leaders, and designated VIP users

Reach out to home office for escalated support needs

Deliver a highly responsive and professional support experience focused on minimizing business disruption and user downtime

Take end-to-end ownership of executive technical issues through resolution, including coordination with internal technical teams and third-party vendors when necessary

Provide proactive and timely status updates during executive-impacting incidents

Support Windows, macOS, mobile devices, Microsoft 365, conferencing platforms, printers, peripherals, and connectivity issues

Provide hands-on assistance with device replacements, workstation migrations, application configuration, account transitions, and new-device provisioning

Provide support for meeting-critical technology, including Microsoft Teams, Zoom, displays, cameras, microphones, presentation equipment, and connectivity

Perform pre-meeting or pre-event technical validation for important executive meetings when requested

Assist executive users with remote and travel-related technology needs, including VPN, MFA, Wi-Fi, authentication, and mobile access

Maintain professionalism and discretion when working with executive systems, devices, accounts, and potentially sensitive information

Coordinate with Network, Security, Systems, application teams, and vendors to expedite resolution of high-impact executive issues

Anticipate potential technology problems and take proactive steps to reduce disruption for executive users

Track and document systems changes

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. “Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act“.