Sr. IT Support Specialist

As the Senior IT Support Specialist you will provide a customer focused, team point of contact for superior quality IT Services and Support. You will be responsible for receiving, prioritizing, diagnosing, and resolving support requests and incidents from both internal and Lattice users company wide. Responsibilities include, but are not limited to, onboarding and offboarding, Mac, support, video conferencing, asset management and inventory control, documentation and adherence to SLAs, and serve as a subject matter expert in all aspects of endpoint technology and support. We are focused on providing you with great learning opportunities and a chance to develop in your career.

This position is hybrid, with some or most days spent in our New York office and the rest of the time remote.

• Support Macs, network equipment, and related peripherals.
• Receive, coordinate, and resolve all daily incidents and requests via the ticketing system, ensuring strong communication and resolution SLAs are met.
• Assist in the new hire on-boarding and offboarding processes: equipment deploys, account creation, setup, training, equipment retrieval, account management, security protocols. Ensure processes are followed and coordinated with respective departments.
• Coordinate and prioritize daily team workload and first level technical escalations.
• Follow up with users on incidents and requests, convey technical solutions and facilitate implementation of fixes for issues with training and documentation.
• Create and maintain documentation on Helpdesk policies, IT technical KB articles, user support, and technology training.
• Assist with A/V setups, troubleshooting, support, and implementations for company meetings held in the San Francisco office.
• Develop strong interpersonal relationships with end users and vendors.
• Work directly with MSP vendors for technology implementations, projects, troubleshooting and issue triage.
• Manage all IT equipment and application inventory, licensing, and asset tracking.
• Evaluate procedures and IT service enhancements to improve overall quality of service.
• Work with the IT team on projects, development testing and performance benchmarking for current and future hardware and application implementations.
• Support Applications and Infrastructure in Cloud SaaS environments including collaboration and Directory Services platforms.

• 5+ years IT Support and Service including hardware, application, onboarding and offboarding experience in an Enterprise IT environment.
• JAMF or other Mac-based MDM experience and skillset is required.
• Experience with Google, Apple products in an Enterprise environment; Mac subject matter expert is required.
• Experience with conferencing, collaboration, and communication software along with other cloud-based applications including, Zoom and Slack.
• An instinctive drive and interest to solve problems through building long-term solutions and proactive measures.
• A sense of urgency and a commitment to timely completion of projects. Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities.
• Attention to detail along with a commitment to quality and confidentiality.
• The ability to work independently with a keen sense for finding missing opportunities to elevate the team to new standards.