IT Help Desk & User Support Technician - SymphonyAI

Symphony AI, an enterprise artificial intelligence (AI) SaaS company that delivers significant benefits to customers in specific industries by transforming existing business processes and enabling new insights, innovation, revenue acceleration and cost optimization.

We are seeking Desktop Support Specialists/IT Ops Administrator to oversee and maintain our computer hardware and software systems, resolve technical issues for users, and support computer software integration by diagnosing and troubleshooting common problems.

Responsibilities and Skills: 

• Act as the initial point of contact for all computer and system related concerns from end users 
• Conduct remote troubleshooting with our employees at a global level 
• Establish and maintain high levels of ticket ownership - resolving, progressing and managing all tickets to a satisfactory conclusion, ensuring that appropriate parties are kept up to date on progress 
• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved 
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels 
• Assist with the implementation of new IT projects, and provide feedback on improvements to IT services 
• Effectively escalate issues to the appropriate resources when necessary 
• Create and maintain documentation on general software usage and troubleshooting as well as documentation pertaining to warranties and instructional guides for computer hardware for use by other Desktop Support personnel 

Minimum Qualifications 
 

• Industry-specific certification in relevant computer languages or software may be required 
• 2-3 years’ experience in managing MacOS and Windows devices (technical troubleshooting, OS installs, application management) 
• 1-3 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services 
• Experience administrating and troubleshooting Microsoft O365 and Okta 
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution 
• Comfortable working in and assisting others through company help desk software in addition to other remote access desktop programs 
• Effectively communicate with customers over the phone, in person and via email while providing excellent customer service 
• Accept constructive criticism and customer feedback regarding their experience with software or IT services 
• Ability to prioritize and manage several milestones and projects efficiently 
• Professional written and interpersonal skills are essential when communicating with customers and clients 
• Experience installing and configuring computer systems and applications for a large company 

        The base salary range for this position is between $23.00 - $25.00 per hour, DOE

Who We Are:

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 33 countries.

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