- Serve as the first point of contact for internal IT support requests, resolving hardware, software, and connectivity issues promptly.
- Document, track, and monitor support tickets using applicable systems and tools.
- Perform root cause analysis on recurring issues and develop checklists and preventive procedures.
- Escalate complex or unresolved issues to the IT Engineer as appropriate.
- Collaborate with vendors and external support groups to resolve hardware and software issues.
- Create and maintain Knowledge Base articles for supported applications.
- Assist with new hire IT onboarding and employee technology training.
- Travel on an as-needed basis to the Massachusetts-based Fulfillment Center to perform on-site hardware upgrades, maintenance, and infrastructure support.
- Provide support for Apple macOS devices (MacBooks) used by corporate employees.
- Enroll, configure, and manage macOS devices using Mobile Device Management (MDM) platforms, including Mosyle and Intune.
- Provide end-user support for the Microsoft 365 suite including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
- Administer Microsoft 365 user accounts, licenses, and permissions via the Microsoft 365 Admin Center.
- Support and administer cloud-based VoIP systems, including RingCentral or equivalent platforms.
SharePointMicrosoft ExcelPowerPoint