The IT Support Specialist will serve as the main point of contact within the Service Desk to resolve frontline issues for employees and will assist with setting up new Arrive offices. This position will serve as the go-to resource for desk-side troubleshooting, technical support, workstation support, and system set-up. Internal users of our systems will look to you for various issue resolutions, including email and desktop software support, printer troubleshooting, conference room support, and network connectivity issues. The IT Support Specialist may also have basic interaction with vendors and may be the sole IT owner & representative of our Service Desk Team at the location.
As an IT Support Specialist, you will also coordinate with Arrive’s InfoSec and Infrastructure team to fix and troubleshoot any problems that arise in the office. You will assist with setup and maintenance of your local office network, computer setup, distribution, and onboarding. If you are interested in helping with Arrive’s growth then this is the job for you!
What You’ll Do
- Work within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide resolutions for support tickets.
- Handle complex issues and escalations independently, pulling in the other Service Desk teams as needed.
- Provide onboarding/offboarding support, technical consulting, system configuration, and troubleshooting for computer or technical problems.
- Install, assemble, and configure computers, monitors, network devices and peripherals such as printers, scanners, switches, and related hardware.
- Engage various teams throughout the organization with a service mindset, focusing on ensuring the end-user satisfaction.
- Take full ownership on special projects and related duties as assigned by management.
- Consistently meet and exceed goals and SLAs for customer service, technical quality and first call resolution.
- Work in an elevated capacity and provide mentorship to the Service Desk Technicians on the team.
- Administer, configure, and troubleshoot enterprise applications and systems.
- Communicate ideas and recommendations to improve technology and work inefficiencies
Qualifications
- 4+ years Customer Service experience, inclusive of 2 years min of service desk or related experience
- Experience monitoring and maintaining network and security systems or relevant knowledge
- Highly independent self starter who has a growth mindset with demonstrated ability to take on increasing levels of responsibility
- Great communicator with the ability to work alongside a team across multiple locations
- Experience with Active Directory, remote desktop tools, and ticketing systems
- Experience with Google Workspace Admin, Okta, hard phone/softphone applications, and other various Enterprise applications preferred.
- Detail oriented, with an emphasis on accuracy & follow-up
- Strong documentation, organizational, written and communication skills
- Strong technical, analytical, and critical thinking skills.
- Working knowledge of computer operating systems, MDM, networking systems and applications software within an IT help desk environment.
- Experience troubleshooting and supporting A/V (including conference rooms)
- Flexible & solutions-oriented. In this environment, things change quickly and we need someone who can roll with the punches & provide creative solutions
The Perks of Working With Us
- Take advantage of excellent benefits, including health, dental, vision, and life coverage.
- Invest in your future with our matching 401K program.
- Build relationships and find your home at Arrive through our Employee Resource Groups.
- Get recognized through our employee rewards program.
- Sweat it out using local gym discounts.
- Maximize your wellness with free counseling sessions through our Employee Assistance Program
- Get paid to work with your friends through our Referral Program!
Your Arrive Experience
When we say “award-winning culture,” we mean it. We’ve already earned “Best Place to Work” honors from Inc. Magazine (three years in a row!), Austin Business Journal and the Chicago Tribune. We intend on topping many more of those lists in the years to come, but we’re not in it for the trophies. We’re committed to culture because it keeps us connected to each other and invested in our shared success while having a blast along the way. Our employee-founded resource groups create communities within Arrive’s walls, including Women in Logistics, Emerging Professionals, PRISMS, Black Logistics Group, and Salute.