IT Support Administrator

SUMMARY

Arete's IT Support Administrator functions as the primary interface and point of contact for support and troubleshooting requirements of internal customers working onsite in the corporate office and remotely. This role is responsible for developing and maturing people-first technology experiences and processes that enable employees to make their greatest impact. The IT Support Administrator plays a key part in ensuring the end-user has a customer-focused experience through responsiveness in diagnosing and resolving technical issues and ensuring the smooth operation of computer systems and related equipment. This role is also responsible for maintaining and updating hardware and software systems, performing system backups, and implementing security measures to protect data and systems.

ROLES & RESPONSIBILITIES

• Contribute to streamlined technology experiences that embody our company values.
• Provide world-class technical support by assigning and closing tickets, responding to requests, and directing team members to the right solution.
• Collaborate with internal departments for employee onboarding and offboarding efforts; including account set up and disablement, tracking of shipment & return of equipment.
• Conduct our IT onboarding activities for new hires. This includes ensuring the new hire's equipment is prepared ahead of their first day and facilitating new hire IT orientation sessions to acquaint them with Arete's systems and programs.
• Drive the use and improvement of our self-help resources including our internal knowledgebase, chatbots and self-service portals. Curate these resources and refine them to scale for company growth. Champion these resources by promoting them during your interactions with end-users.
• Manage IT projects and engage with business partners to improve IT services and processes.
• Own the technology experience in our Florida Headquarter office. Coordinate efforts that result in intuitive experiences and excitement about the use of our space.
• Coordinate the logistics and of our hardware assets; manage inventory of all hardware and software assets for North America and Europe locations.
• Track new and emerging trends in technology that affect and/or may benefit Corporate IT and internal customers.
• Maintain and develop end-user and administrator documentation of end-user facing corporate IT systems/Services.
• May perform other duties as assigned by management.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required personnel so classified.

SKILLS AND KNOWLEDGE

• Excellent communication skills and professional demeanor.
• Customer service focused.
• Ability to multitask.
• Excellent priority management and problem-solving skills.
• Strong personal organization and time management skills.
• Strong sense of teamwork and collaboration.
• A high degree of empathy for our internal employees and feel the only measure of success is how well we fulfill their needs.
• A demonstrated ability to create elegant documentation that empowers people to help themselves.
• A passion for improving the human experience with technology at work.
• An ability to communicate technical concepts and processes thoughtfully and effectively, no matter the audience.
• The ability to manage projects and track progress accurately.
• Experience using a ticketing system to triage and escalate tickets, preferred.
• Ability to work independently with moderate supervision.

JOB REQUIRMENTS

• Bachelor's degree in computer science or related field or equivalent work experience.
• 3+ years of experience working in the technology field.
• Technical Certifications a plus.
• Technical competencies in the following areas: Microsoft's Office 365, Azure Active Directory, MDM Platforms, Windows 10, MacOS, iOS, Android OS, Hardware.
• A proven track record of delivering high quality IT onboarding and support.
• Experience working with and supporting mobile platforms (iOS, Android) and common office technology (meeting rooms, security badges, printers, AV support).

WORK ENVIRONMENT

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of this job.

PHYSICAL DEMANDS

• No physical exertion required.
• Travel within or outside of the state.
• Light work: Exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects.

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with Arete salary and benefit policy.

FLSA OVERTIME CATEGORY

Job is exempt from the overtime provisions of the Fair Labor Standards Act.

DECLARATION

The Arete Incident Response Human Resources Department retains the sole right and discretion to make changes to this job description.

EQUAL EMPLOYMENT OPPORTUNITY

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

#LI-ONSITE

Arete Incident Response is an outstanding (and growing) company with a very dedicated, fun team. We offer competitive salaries, fully paid benefits including Medical/Dental, Life/Disability Insurance, 401(k) and the opportunity to work with some of the latest and greatest in the fast-growing cyber security industry.

When you join Arete

You'll be doing work that matters alongside other talented people, transforming the way people, businesses, and things connect with each other. Of course, we will offer you great pay and benefits, but we're about more than that. Arete is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Arete, where experience matters.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.