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
