Logo
Hi! Tech

Technical Support Specialist

Hi! Tech, New York, New York, us, 10261

Save Job

Hi! Tech, a dynamic IT and technology consultancy located in New York City, is excited to announce an opportunity for a talented, enthusiastic, and personable technical professional to become a vital member of our team.

Overview We are seeking a Technical Support Specialist who will play a crucial role in providing exceptional technical support and solutions to our clients. You will diagnose, troubleshoot, implement, and optimize a range of IT hardware, software, and network systems. Technologies include operating systems (macOS, Windows, Chrome OS), SaaS applications (G Suite, Dropbox, Slack), networking protocols (DNS, DHCP, VPN, TCP/IP), and endpoint management solutions (MDM).

You will cultivate strong client relationships, offer insightful consultations, and ensure that our technology aligns with client needs. As a proactive problem-solver, you will simplify complex technical concepts for non-technical audiences.

You will report to a Manager and collaborate with AV Support Specialists and Network Engineers to deliver comprehensive technology solutions.

What We Offer

Competitive pay

Generous paid time off

Full benefits packages (medical, dental, vision, 401K, life insurance)

Opportunities for growth

Great company culture

A Successful Candidate

Takes initiative, is proactive, and self-motivated

Excellent communication with clients and team members

Thrives in uncertainty and creates solutions

Strong problem-solving skills

Ability to explain complex ideas to non-technical audiences

Internal locus of control and commitment to professional development

High interpersonal skills and broad IT knowledge across software, hardware, networking, and security

Key Responsibilities

Diagnose, troubleshoot, and resolve complex IT hardware, software, and network issues, providing on-site and remote support for macOS, Windows, and Chrome OS

Provide technical support, training, and guidance to end-users on IT systems and applications

Collaborate with on-site teams to troubleshoot complex IT environments

Maintain proactive, clear, and regular communications with customers and internal stakeholders across channels (Slack, Google Chat, Email, Jira, etc.)

Contribute to the creation, refinement, and maintenance of technical documentation and SOPs

Coordinate with manufacturers and service providers for equipment procurement, advanced support, and RMAs

Collaborate with other IT specialists, external contractors, and system integrators on troubleshooting, repairs, and new installations

Provide detailed, accurate reporting of work for client deliverables

Install, configure, and test IT equipment (desktops, laptops, peripherals, network hardware)

Configure and administer SaaS applications (G Suite, Dropbox, Slack, Jamf, Atlassian Suite, 1Password, OneLogin, Active Directory)

Manage device enrollment and asset management for client hardware

Perform proactive maintenance and firmware updates for IT systems

Assist in designing and implementing new IT solutions aligned with client requirements and Hi! Tech standards

Consult with clients to assess IT needs and recommend solutions

Manage inventory of IT equipment, spare parts, and accessories

Onboarding and offboarding of client team members

Manage software licenses and perform account recertifications

Run, test, and manage network cabling and network hardware (DNS, DHCP, VPN, TCP/IP)

Analyze technology pain points and provide cost-conscious recommendations

Deploy and operate video conferencing solutions

Provide time tracking and reporting on completed work

Maintain documentation for IT processes, knowledge bases, and change logs

Experience & Qualifications

Bachelor's degree

2+ years of post-collegiate technical experience

Extremely detail-oriented

Project management of complex efforts from start to finish

Ability to work with limited supervision

Ego-less team player with strong communication skills

Empathy and strong end-user support

Ability to explain technical concepts to non-technical audiences

Ability to research and resolve unfamiliar technical issues

Perseverance, resilience, and scrappiness

Ability to work on-site, on-the-go, or remotely

Ability to adapt to varying office cultures

Deep knowledge of Google Workspace

Experience with MDM systems (Kandji, Jamf, Mosyle, etc.)

Understanding of ISP and networking hardware; DNS, DHCP, VPN, TCP/IP

Experience planning and deploying Ethernet cabling and network hardware

Ability to troubleshoot Wi-Fi and wired network connectivity

Experience deploying video conferencing solutions

Understanding of basic audio hardware

Knowledge of common cables and interfaces (Ethernet, HDMI, USB-C, DVI)

Trustworthy with confidentiality; able to sign NDAs

Comfort with tools and hands-on hardware tasks

Company Description Friendly technologists providing tailored solutions for your business. We focus on the tech, so you can focus on success. We offer competitive salaries and a complete benefits package, including generous paid time off, 401(k) with company match, medical/dental/vision insurance, life and long-term disability insurance, commuter and cell phone reimbursements, IncentFit and CitiBike memberships, all paid for by the company. We are committed to fostering an inclusive and accessible workplace and provide accommodations during the application process if needed.

#J-18808-Ljbffr