Role Overview: This role is pivotal in maintaining the company's IT infrastructure, providing technical support, and ensuring the seamless operation of our computer systems with a strong focus on desktop support and end-user experience.
Key Responsibilities:
1. Technical Support:
o Provide tech support for the entire office.
o Independently review, address, and complete IT tickets in a timely manner, ensuring prompt escalation when necessary.
o Provide personal management or escalation of VIP tickets.
o Proactively provide information and regular communication to users on the progress of outstanding tickets.
o Provide weekly reports on open tickets and statuses.
o Escalate more complex issues to a more experienced team member or manager.
2. System Maintenance:
o Assist in the deployment, monitoring, and maintenance of desktop and laptop computers.
o Update and maintain the technology asset management system.
o Ensure all company IT assets are kept in working and presentable conditions.
61 User Management:
o Set up new users in a timely fashion.
o Properly close out and disable exiting employees' accounts.
o Conduct monthly audits of user accounts.
o Order equipment in a timely fashion and ensure necessary equipment is always on hand and ready to go.
3. Project Management:
o Take ownership of different technology solutions and manage projects independently with minimal oversight and direction.
o Effectively manage time and prioritize assigned tasks appropriately.
o Demonstrate understanding of project department goals, objectives, and deliverables, and drive for results.
4. Collaboration and Development:
o Work collaboratively internally and externally.
o Actively participate and engage in internal team meetings.
o Actively engage in Learning and Development opportunities.
o Demonstrate active curiosity and commitment to continual learning.
o Provide end-user feedback, suggestions, and enhancement requests to the IT Manager.
5. Company Initiatives:
o Actively participate in the annual MG2 Day of Giving and/or other philanthropic activities hosted or sponsored by MG2.
o Display awareness and understanding of MG2's sustainability initiatives and their impact on project execution.
o Model the firm’s Practice Values and Core Values: CONFIDENT, CREATIVE, PASSIONATE, TRUSTED, and RESULTS.
Qualifications:
o Bachelor’s degree in computer science or related field preferred.
o 1+ years in a technology support-related role.
o At least one year of customer service experience.
o English CET-4 or above.
o Microsoft 365, Microsoft Office, Microsoft Server.
o General network knowledge
o Ability to troubleshoot
o Attention to detail
o Ability to multi-task
o Ability to communicate technical information to non-technical people (verbally and written)
o Organizational skills
o Ability to be a team player
o Ability to meet deadlines
o Ability to take direction from multiple people
o Ability to work independently
o Being proactive
o Willing to learn