This role is a pivotal part of ensuring that technology runs smoothly for our CloudHQ team members, third-party vendors and support personnel. You will perform desk-side, phone, remote, and site support for our data center team. Using your strong problem-solving skills, you will identify complex problems and review related information to develop, implement and evaluate solutions.

Principal Duties and Responsibilities

• Respond to IT support requests through the company ticketing process; troubleshoot, resolve, document, and escalate issues as appropriate.
• Provide desk-side, phone, and remote support for Windows and macOS computers, mobile devices, printers, peripherals, and approved business applications.
• Prepare and deploy laptops, monitors, docking stations, mobile devices, and accessories for new hires, transfers, replacements, and temporary users.
• Support employee onboarding and offboarding activities, including equipment preparation, account-access coordination, asset recovery, and checklist completion.
• Install, configure, and support Windows 11, Microsoft 365 applications, Microsoft Teams, OneDrive, Box, and other company-approved software.
• Assist with basic Microsoft 365, Microsoft Entra ID, Intune, and endpoint security tasks under established Corporate IT procedures and access controls.
• Support conference-room technology, including Microsoft Teams Rooms, displays, cameras, microphones, speakers, and room-control panels.
• Maintain accurate hardware, software, mobile devices, and accessory inventory records; perform periodic asset checks and organize IT storage areas.
• Perform routine workstation maintenance, software updates, equipment testing, and replacement coordination.
• Troubleshoot basic wired and wireless connectivity issues and escalate network, security, server, or infrastructure incidents to the appropriate team member or vendor.
• Coordinate with approved vendors for equipment delivery, warranty service, cabling, conference room, and office technology work.
• Create and maintain clear support notes, setup instructions, inventory records, and end-user knowledge articles.
• Follow company security, privacy, acceptable-use, and data-handling requirements; promptly report suspected security incidents.
• Provide backup coverage for Corporate IT team members and assist with office technology projects and special assignments as needed.

Education: Bachelor’s Degree – IT, highly preferred

Experience: 1-3 years of technical support experience

Required Knowledge/Skills/Abilities:

• Experience and/or education in computer networking, PC/Mac environments, server support, phone system administration
• Experience with Microsoft Office 365, Active Directory, Remote Desktop support systems
• Strong communication skills with excellent customer service orientation
• Working knowledge of the General Data Protection Regulation (GDPR)
• Ability to prioritize, multi-task, and be self-motivated
• Availability for on-call support and the occasional weekend or after-hours support

Preferred Qualifications:

• Cisco hardware, Exchange, and cloud environments is highly desired