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We are seeking a Workplace Engineer candidate with strong customer service skills, who is highly technical and able to think creatively and has experience in resolving issues both by phone and in person. This contract role will augment the Service Desk team by taking phone calls, handling tickets, and helping manage the day-to-day hardware asset intake processing and will be responsible for organizing, tagging, and scanning in all new hardware assets.
Candidates must be willing to be onsite in Columbus, Ohio 5 days a week.
Length of contract: 12 months (right-to-hire after 4 months)
This position is on-site for the foreseeable future and should expect the first month to deal with the organization and categorization of all hardware assets and creation of hardware personas to streamline asset requests. Some heavy lifting is likely (up to 50lbs on some days).
Key Responsibilities:
- Level 1 Service Desk: processes, triages, and resolves technology issues for staff via multiple channels, such as phone, portal, email, and in person. When not handling hardware requests or laptop refreshes.
- Fulfills or documents and escalates all IT related matters.
- Participates in small-to-medium sized projects dealing with testing, deploying, configuring, and delivering end-user technology. Interacting with vendors to submit warranty claims and facilitate equipment repairs.
- Staying current on topics to suggest AI use-cases to streamline team processes or tasks
- Following all ticketing guidelines and adhering to SLO’s and exceeding 95% positive customer satisfaction surveys
- Communicating technical issues to non-technical staff in a clear/concise manner
Qualifications:
- The ideal candidate possesses the ability to multitask and clearly communicate technical information to people with varying levels of technical ability.
- College degree or at least 3 years’ work experience in IT support with experience with troubleshooting issues in Windows and Mac environments on-site and via remote support software. Some experience in Hardware Asset Management desired.
- Following all ticketing guidelines and adhering to SLO’s and exceeding 95% positive customer satisfaction surveys
- Demonstrated Competencies:
- Strong categorization and organizational skills
- Configuring and troubleshooting mobile devices (iOS and Android) using MDM software (Intune preferred)
- Communicating technical issues to non-technical staff in a clear/concise manner, measured by Customer Satisfaction
- Imaging and Delivering laptop refreshes (Intune Preferred)
- Effectively maintaining Asset Inventory (Ivanti Preferred)
- Identifying patterns in Incidents and reporting them to management
- Writing Knowledge Articles and SOP to ensure team success
- Assisting with Hardware Asset Management duties, as needed, such as unpacking, tagging, and organizing assets
- Other duties as assigned.
Preferred Licenses & Certifications
- ITIL Foundation
- Apple CertPro MacOS
- A+ Certification
- Intune / Autopilot
- Microsoft Entra/Azure/Windows 11
Reference: 1043775
Worried that you don’t meet every single requirement listed in the job ad? Studies have shown that individuals from marginalized groups are less likely to apply to jobs unless they meet every single qualification. Hive + Co. is dedicated to building a diverse, inclusive and representative workplace, so if you’re excited about this role, but worried that you don’t meet every requirement, we encourage you to apply anyways. We’d love to get to know you.