Title: Technology Support Specialist

Reports To: Director of IT

Location: Indianapolis, IN OR San Antonio, TX

Position Type - On-site with Hybrid Flexibility

Time Zone: Pacific Time Zone, 8am-5pm PT [12pm-8pm ET]

Position Summary - The technology support specialist is responsible for providing administrative and technical assistance and support related to Sanctuary Wealth technology environment, including computer systems, hardware, and 

software. This role responds to tickets, runs diagnostic programs, isolates problems and determines/implements 

solutions. Travel may be required.

Responsibilities 

• Receive incoming support requests from end-users via phone, email, or Jira ticket submission.

• Perform initial diagnosis of reported technical issues, gathering relevant information to accurately document details and determine the root cause.

• Utilize remote access tools to provide remote support and troubleshoot issues, applying advanced technical knowledge and troubleshooting techniques.

• Create and manage support tickets in Jira, ensuring proper categorization and prioritization based on issue severity.

• Communicate effectively with end-users, gathering necessary information, providing regular updates on request progress, and explaining technical concepts or instructions in a clear and user-friendly manner.

• Contribute to the maintenance and improvement of the help desk knowledge base by documenting known issues, advanced troubleshooting steps, and resolution procedures.

• Assist end-users with advanced hardware and software troubleshooting, installations, and configurations.

• Perform user account management tasks, such as password resets, account unlocks, and user  provisioning/deprovisioning, with a focus on complex scenarios.

• Provide specialized support for Office 365 solutions, including all E3 & E5 components, with a particular emphasis on email-related components.

• Manage account and permissions for various systems, including SSO, MFA, Azure AD, Adobe, Mimecast, VPN, SharePoint, etc.

• Manage and maintain licensing for software products, including those from Microsoft, Adobe, and other vendors.

• Support and troubleshoot issues related to cloud-based VOIP systems, such as Zoom.

• Manage and maintain technology user entitlements, ensuring accurate access rights and permissions.

• Perform other IT-related duties as assigned, contributing to various projects and initiatives

Knowledge, Skills, and Abilities 

• 3+ years' experience in a user and systems support role

• Experience supporting Windows 10, 11 and Windows Server 2012+

• Experience supporting email systems & client software (Outlook)

• Basic understanding of Active Directory, Exchange, Office 365 and Azure AD

• Ability to respond to help desk requests in a professional and courteous manner

• Exceptional organizational skill with strong attention to detail

Education

• Bachelor's Degree preferred