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About the role
As an IT Support Technician I at Pattern, you will play a crucial role in providing Tier I technical support to ensure the smooth functioning of IT systems. Your responsibilities will include: - Responding to help desk requests via tickets, email, and phone, and ensuring timely resolution of escalated issues. - Troubleshooting and resolving complex hardware, software, and network issues, while providing guidance to L1 support team members. - Diagnosing and troubleshooting basic networking issues such as IP addressing, DNS, DHCP, VPN, and Wi-Fi connectivity. - Managing remote desktop support through tools like TeamViewer and Remote Desktop Protocol (RDP). - Onboarding and offboarding employees, configuring systems access properly, and ensuring adherence to security policies. - Ensuring endpoint security through access controls, monitoring, and remediation tools. - Maintaining detailed IT documentation and adhering to SLA policies for ticket resolution and quality assurance. - Collaborating with IT team members to improve support processes and enhance user experience. - Assisting in managing IT asset inventory, including procurement, deployment, and lifecycle management. Qualifications required for this role include: - 2-5 years of help desk or IT support experience, preferably in a fast-paced or enterprise environment. - Proficiency with Windows and MacOS systems, including troubleshooting, software installations, and updates. - Familiarity with Google Workspace administration (Gmail, Drive, Meet, etc.). - Basic networking skills, including knowledge of IP addressing, DNS, DHCP, VPNs, firewalls, and Wi-Fi troubleshooting. - Experience with identity providers like Okta (user provisioning, authentication, MFA) is preferred. - Experience with remote desktop tools such as RDP, TeamViewer, or similar solutions. - Strong communication skills in English. - IT certifications (A+, Net+, Sec+) are a plus but not required. Please note that as part of our hiring process, we may use artificial intelligence (AI) tools. If you have any questions regarding the processing of your data, feel free to reach out to us. As an IT Support Technician I at Pattern, you will play a crucial role in providing Tier I technical support to ensure the smooth functioning of IT systems. Your responsibilities will include: - Responding to help desk requests via tickets, email, and phone, and ensuring timely resolution of escalated issues. - Troubleshooting and resolving complex hardware, software, and network issues, while providing guidance to L1 support team members. - Diagnosing and troubleshooting basic networking issues such as IP addressing, DNS, DHCP, VPN, and Wi-Fi connectivity. - Managing remote desktop support through tools like TeamViewer and Remote Desktop Protocol (RDP). - Onboarding and offboarding employees, configuring systems access properly, and ensuring adherence to security policies. - Ensuring endpoint security through access controls, monitoring, and remediation tools. - Maintaining detailed IT documentation and adhering to SLA policies for ticket resolution and quality assurance. - Collaborating with IT team members to improve support processes and enhance user experience. - Assisting in managing IT asset inventory, including procurement, deployment, and lifecycle management. Qualifications required for this role include: - 2-5 years of help desk or IT support experience, preferably in a fast-paced or enterprise environment. - Proficiency with Windows and MacOS systems, including troubleshooting, software installations, and updates. - Familiarity with Google Workspace administration (Gmail, Drive, Meet, etc.). - Basic networking skills, including knowledge of IP addressing, DNS, DHCP, VPNs, firewalls, and Wi-Fi troubleshooting. - Experience with identity providers like Okta (user provisioning, authentication, MFA) is preferred. - Experience with remote desktop tools such as RDP, TeamViewer, or similar solutions. - Strong communication skills in English. - IT certifications (A+, Net+, Sec+) are a plus but not required. Please note that as part of our hiring process, we may use artificial intelligence (AI) tools. If you have any questions regarding the processing of your data, feel free to reach out to us.
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