Sr. Associate, IT Technician

Responsibilities

• Provide Tier 1–2 support across macOS and Windows devices.
• Triage, resolve, and document incidents and service requests. in Freshservice, ensuring adherence to SLAs and internal processes.
• Assist with onboarding and offboarding via Freshservice workflows, including account provisioning, access setup, and device assignment.
• Monitor and manage laptops/desktops via Kandji or similar MDM tools.
• Approve and deploy OS and application patches across macOS and Windows endpoints.
• Serve as the primary on-site resource for desktop peripherals, printers, and spare hardware.
• Support secure access via VPN, SSO, and endpoint compliance tools.
• Maintain and support Zoom Rooms, including device pairing, camera/mic calibration, and live troubleshooting during company meetings.
• Provide technical assistance for A/V systems during executive presentations and team events.
• Document A/V issues and solutions within Freshservice for future reference and continuous improvement.
• Update and maintain internal IT knowledge base articles. in Freshservice Solutions for recurring issues and SOPs.
• Track hardware/software assets and license usage using Freshservice CMDB/Asset modules.
• Support change management processes by submitting and tracking changes via Freshservice Change Requests.
• Enforce endpoint security practices including encryption, patching, and password standards.
• Identify and escalate potential security incidents.
• Support compliance efforts and participate in internal IT audits.
• Collaborate with cross-functional teams on technical projects and initiatives.
• Continuously evaluate IT workflows and propose optimizations using Freshservice Automator, Workflows, and Analytics.
• Participate in after-hours support as needed for high-priority incidents.
• Other duties as assigned.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience).
• 2–4 years of IT support experience, ideally in a mid-sized or fast-paced environment.
• Proven experience using Freshservice as a daily ITSM tool (ticketing, asset management, workflows, etc.).
• Proficiency with macOS and Windows operating systems.
• Strong experience with Office 365, SharePoint, OneDrive, and Teams administration.
• Hands-on experience with Kandji, Jamf, or Intune for endpoint management.
• Solid understanding of A/V systems, particularly Zoom Room administration.
• Familiarity with Azure AD, SSO, and VPN configuration.
• Working knowledge of TCP/IP, DNS, and general networking principles.
• Awareness of endpoint security and data compliance best practices (e.g., SOC 2, ISO 27001).
• Excellent communication, customer service, and documentation skills.
• Ability to multitask and prioritize tickets or projects under minimal supervision.
• Detail-oriented with the ability to prioritize and multitask.
• Comfortable working cross-functionally with various stakeholders.

Preferred Qualifications

• Freshservice Administrator certification or equivalent hands-on experience configuring Freshservice modules.
• Experience implementing or refining Freshservice automations, workflows, and approval chains.
• Previous experience in a high-growth, SaaS, or startup environment.