This is a remote position. Candidate may be located anywhere within the United States.
COMPANY DESCRIPTION
Rancher Government Solutions (RGS) is specifically designed to address the unique security and operational needs of the U.C. Government and military as it relates to application modernization, containers, and Kubernetes.
Rancher is a complete open-source software stack for teams adopting containers. It addresses the operations and security challenges of managing multiple Kubernetes clusters at scale, while providing DevOps teams with integrated tools for running containerized workloads.
RGS supports all Rancher products with U.S. based American citizen with the highest security clearances who are currently supporting programs across the Department of Defense, Intelligence Community and civilian agencies.
POSITION SUMMARY
The IT Support Specialist will deliver quality technical support to remote employees with the ability to solve advanced problems. This includes a wide range of job duties from basic computer knowledge, installation of programs, phone and PC / Laptop setups to network and advanced application troubleshooting. Please notice, RGS is a 100% serverless environment, not a hybrid environment, with 90% macOS users and 10% Windows users.
DUTIES AND RESPONSIBILITIES
- Provide exceptional customer service to end users on Windows and macOS laptops.
- Provide advanced troubleshooting skills, and serve as first line of support for all RGS employees, responding to:
- Phone calls.
- Zendesk Tickets
- Answering emails.
- Electronic messages [Microsoft Teams, Slack, Zoom]
- Understand the process of the Onboarding and Offboarding of employes. [Full-time, Contingent and 1099 employees].
- Create different types of Azure AD Accounts and manage the required permissions.
- Manage Azure AD accounts and Windows assets in Azure and Intune.
- Administration of O365, Azure AD and Identity Access Management.
- Manage and configure macOS assets in Jamf Pro for:
- Image deployment.
- Configuration profiles.
- Setup O365 Auto-enrollment
- Keeping an updated list of tasks and projects
- Inventory control of deployed and non-deployed equipment.
- Document, track and monitor problems to ensure timely resolutions.
- Follow support processes, strive to improve processes and procedures where fit.
- Other duties as assigned
Required Skills:
- The Level 2 Technician should be able to multi-task and work on projects until they are complete.
- 3-5 years of experience in a related service desk/technology environment, with 2+ years of customer service.
- Heavy use of Windows and Mac OS devices
- Ability to work in Azure Active Directory & understanding of Security Groups, Distribution Lists, Cloud Account Management, Roles and Permissions.
- Properly record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
- Respond in a timely manner to requests and issues, schedule video meetings and call backs to assist users.
- Strong organizational and time management skills
- Solid understanding of Office 365: Licensing [E3, E5, Business Premium, etc], Account Management, Administration.
- Onboarding and Offboarding: Account Management in O365 and Azure AD.
- Proven knowledge of previous experience with Zendesk, SalesForce or ServiceNow or other ticketing system.
- Strong troubleshooting knowledge in hardware and software.
Soft Skills:
- Must possess interpersonal, written, and verbal communication skills as well as strong organizational skills.
- Excellent customer service skills and a high level of independent decision-making are critical.
- Demonstrate patience when problem-solving complex or easy technical issues with diverse customers as a point of escalation for the IT Operations Manager.
- Most important soft skill: Self-starter with initiative and desire to learn.
Education:
- Associate or bachelor’s degree in computer science or equivalent years of work experience.
- One or more Certifications on: CompTIA A +, Network + Security, O365 Administration, Virtualization [Hyper-V, VMWare, AWS ec2, Azure VM, or Windows 365 VM’s].