The Role

This is a hybrid role that will require working at our Chicago office three days a week.

As an Associate Service Desk Administrator, you will be responsible on a day-to-day basis for the support of Fusion endpoints and service level support.

This role involves the support of:

• Scaling endpoint inventory consisting of 250-300 computers, phones and tablets

• Cloud-based systems such as: Office 365, Azure AD, SharePoint, Zoom, Teams, Slack, and Salesforce

• IT Systems used to provide support and management of desktop and mobile devices

• Logistics and planning for endpoint delivery during onboarding and endpoint lifecycle

• As part of this role, you will:

• Be the first responder for the identification and resolution of service desk requests

• Liaise with escalation-based IT personnel for troubleshooting of issues or outages that exceed understanding or skillset

• Support global Service Desk operations including non-standard business hours

• Assist in collection of SOC2 evidence and learn about the process

• Participate in the creation of user facing documentation and internal documentation

• Support, Maintain, and Troubleshoot:

o Maintain/Troubleshoot - End user applications such as Adobe Pro/Reader and Microsoft Office Suite.

o Support - Endpoint operating systems: iOS/MacOS and Windows

o Support - Microsoft Active Directory and Azure Active Directory end user objects to include Office Suite

o Support/Troubleshoot - MDM systems and endpoint agent-based communications

o Maintain/Support - Telepresence Software such as Zoom, Webex, and Microsoft Teams

o Troubleshoot – Antivirus Systems

o Troubleshoot - Wired\Wireless Networking

o Troubleshoot - Single Sign-On

Knowledge, Skills, and Abilities

• Familiarity with IT break-fix and incident response

• Creative & pragmatic attitude towards problem solving\process improvement

• Customer service skills when providing IT service

• Ability to document notes and details while troubleshooting and engage IT escalation points

• Ability to multi-task and prioritize work in a timely and efficient manner and to be part of an IT Team supporting users in multiple time zones

• Communicative and informative attitude working in a cross-functional capacity

• A keen interest in IT and a willingness to learn new systems and technologies and take on new challenges.

Qualifications (Education and Experience)

• Associate's degree in IT or equivalent experience

• 0 to 2 years of experience in a role where you supported and maintained enterprise IT Service Desk (see Deploy, Configure, Maintain, Troubleshoot)

Milestones for the First Six Months

In one month, you'll:

• Learn the internal support processes

• Learn support and technical ticket resolution

In three months, you’ll:

• Learn the onboarding and offboarding process for new hires

• Create and manage documentation

  In six months, you’ll:

• Complete Information Technology Infrastructure Library (ITIL) certification

• Be main point of contact for support tickets and on-site duties

• Complete specified certificates to enhance personal development

Disclaimer

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.