On - Specialist – IT Services - Portland

Team for Career Site

Technology

In short

The End User Services Team is seeking a dynamic IT professional to join our growing team. This role offers the opportunity to provide exceptional customer service, while focusing on User Lifecycle Management to deliver a WOW experience to our end users. The role will also showcase your expertise in troubleshooting Apple products, and providing effective support for both remote and onsite events & meetings leveraging the Google Meet platform. The ideal candidate will have excellent technical and interpersonal skills.

Your mission

Technical Support:
– Provide excellent technical support via various channels (in-person, email, chat, ticketing system) with empathy, patience, and clear communication, ensuring a positive user experience.
– Troubleshoot and resolve common hardware and software issues related to Apple products, aiming for a thorough root cause analysis and providing clear explanations to end-users.
– Triage and manage tickets within the service desk system, ensuring accurate categorization, prioritization based on impact and urgency, and timely updates to end-users, ensuring tickets are followed up in a timely manner and resolved within set SLA’s.
– Accurately install, configure, and maintain hardware and software applications according to established procedures and timelines, with meticulous attention to detail.
– Accurately track, manage, and optimize company property throughout the device lifecycle.

Employee Lifecycle Management:
– Facilitate the onboarding and offboarding process for team members throughout the user lifecycle, ensuring their access is granted and terminated on the appropriate dates.
– Troubleshoot, identity, and resolve technical identity and access management issues.

Meeting Support:
– Coordinate with internal teams on high-level meetings involving global sites for video conferencing.
– Maintain meeting room equipment and troubleshoot issues as they arise.
– Liaise with vendors for equipment issues and maintenance of equipment.

Documentation and Process Improvement:
– Create and maintain user guides, knowledge base articles, and FAQs related to IT access and systems in Confluence.
– Collaborate across multiple teams to improve processes and document continual improvement.

Security and Compliance:
– Ensure compliance with industry standards and company policies

Your story

– 2-3 years of experience in an IT Service Desk environment
– Core understanding of Identity and Access Management (Okta/Google Workspace administration)
– Strong knowledge of Apple products (MacOS, iOS), standard IT hardware, printers
– Prior experience with MDM solutions (Jamf/Hub/Intune)
– Videoconferencing and Google Meet experience
– Innovative thinker with strong communication and problem solving skills
– Customer experience-focused and adaptable
– Experience in MS Dynamics 365, Azure or SalesForce is a plus

Meet the team

You will be part of a cross-functional IT Services and Operations team. You have the freedom to be creative and experiment with new technologies. We encourage you to find new and innovative ways to solve issues through diversity of thought while at the same time enjoying working within a passionate team drawn from the global community.
At On, we believe everyone in the world should get access to the best running and outdoor shoes and clothing. For this to happen, we need high performing solutions to make sure that the right product gets to the right customer at the right time, while making the overall process efficient, environmentally friendly and sustainable.