We are looking for an individual to join our growing IT team. This individual will be responsible for three key areas of Information Technology. This includes employee on and off boarding, desktop support including license administration for tools and license reclamation/management, and Microsoft 356 Administration which includes adding removing users, resetting passwords, and registering and managing devices or pushing out software updates.
Knowledge of basic IT security is desired but not required for this role. Familiarity with phishing training and reporting tools is desired, but not required. Training will be provided as well as leveraging self-service training materials online.
The right candidate is an individual who is organized, understands how to write and follow a process document, and cares about timey response to support tickets and customer outcomes. This role has growth potential for any candidate who is engaged and committed to positive outcomes for our employees.
This role will work remotely with occasional visits to our Addison, TX office. Additionally, this role will provide on-site support during large company conferences which are held annually.
ARM provides a generous 401K package as well as very competitive benefits. You will work along side peers whom will provide on the job training as well as act as a second layer of support for more complex issues and long term projects.
GENERAL RESPONSIBILITIES
- Develop and implement IT procedures by creating documentation detailing the steps of key actions.
- Write and publish IT Self Support documents to help users mange basic tasks without hands on support – Printer installation, managing email settings, etc…
- Oversee the resolution of IT incidents (support tickets) and service requests, work to establish SLA’s and improve them over time.
- Ensure a high level of customer satisfaction through prompt and effective support.
- Build and maintain inter-departmental relationships and provide positive interactions for all employees
- Collaborate with other technology teams to assist with integrating new services and solutions into enterprise infrastructure.
- Manage software and hardware inventory levels to ensure prompt IT Service.
- Ensure Onboarding and Offboarding activities are coordinated and successful.
- Develop and implement strategies for continuous improvement including providing suggestions for new solutions, workflows, and tooling to deliver on outcomes.
- Identify opportunities for automation and operational efficiency.
DESIRED EXPERIENCE
- Minimum 3 years of direct experience with Microsoft IT technologies (Specifically Microsoft 365 Admin as and tools like Autopilot and Intune).
- Demonstrated excellence in customer engagement and experience.
- Experience managing communications platforms such as Logitech Conference is a plus, equivalent experience with other conference tools and how they’re configured in Microsoft 365 Control Center.
- Basic knowledge and experience with Ticketing systems such as Jira Service Desk or similar is required.
- Effective and clear written and oral communication, attention to detail, as well as the ability to adapt to evolving requirements when needed.
- Have a proven aptitude to successfully work as part of a team.
- Excellent at troubleshooting and resolving issues with no or minimal assistance.
- Light work that includes moving objects up to 35 pounds, such as laptops and other typical office equipment.
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