Associate IT Desktop Support Technician

Role Overview

• Provide timely resolution of hardware and software issues on information systems
• Maintain system operations in accordance with regulatory requirements, with a focus on confidentiality and security
• Troubleshoot and resolve day-to-day Windows and Mac computer operations, including print, scanning, authentication (AD and Okta), Intune, SCCM, JAMF, and patching
• Develop understanding of Ensono's desktop, laptop, tablet, and operating system environments
• Manage profile version control, application version control, license management, and peripherals
• Document and ensure deployed systems meet all hardware and software standards and configurations
• Contribute to system lifecycle recommendations and funding requests
• Work with End User Experience Team and Operations to maintain end-user computing hardware SLAs
• Provide service and support for conference room A/V equipment, including projectors and video conferencing systems
• Set up and support video and presentation equipment for company presentations, forums, and townhall meetings
• Deliver Level 1 & 2 support for phones and network
• Manage support from switch port to desk, including physical phone hardware
• Manage multiple assignments simultaneously, balancing resources, priorities, deadlines, and time
• Collaborate across multiple disciplines and groups
• Work independently when required
• Apply IT production and change management best practices across all Information Systems areas
• Proactively communicate changes to all affected parties within the IT department
• Follow and document strict testing and deployment methodologies
• Assist with image testing, distribution verification, and testing of technical components that impact desktop environments
• Follow processes and maintain appropriate system operations environments
• Observe and evaluate modern technologies and methodologies
• Develop and maintain testing plans and documentation

Requirements

• Specialization in Microsoft Windows and Apple macOS systems, related software, and peripherals
• Ability to troubleshoot high-priority issues and interface with users at all levels, including C-level executives, VPs, directors, and global associates
• Strong analytical ability to solve increasingly complex technical and administrative problems
• Hands-on experience with desktops, laptops, tablets, mobile phones, and peripherals
• Proficiency in software installation and Level 1/2 support
• Excellent documentation and business communication skills
• Ability to translate technical problems and solutions into clear business language
• Calm, professional demeanor in all situations
• Capability to work independently and as part of a team
• Ability to collaborate with technical and facilities teams
• Must be available to work on-site at our London office 2-3 days per week

Tech Stack

• Jamf
• MacOS

Benefits

• We are a people-first business, which means people are at the heart of everything we do here.
• We offer our associates a safe environment where learning, knowledge sharing, and open communication is encouraged.
• Internal events, such as socials, competency meet-ups, hackathons or as part of one or more of our global Community Groups, such as Beautiful Brains (for the neurodiverse and curious), HERO (helping to educate regarding orientation), E-Vets (Ensono veteran community) and many more we have strived to build a business where everyone feels welcomed, included, and valued