Frontline IT Support Technician

Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners.

The Frontline Support Technician plays a pivotal role as a member of our IT team, ensuring that our technological environment operates seamlessly and efficiently. The main responsibilities of a Frontline Support Technician revolve around addressing user issues and ensuring that their computer systems function smoothly.

This position demands a proactive individual with a strong grasp of Mac/Windows environments. The technician will serve as a linchpin between our corporate departments and IT, working diligently to address and resolve technical challenges. This role is customer facing and it is not only about troubleshooting; it's about providing a superior user experience, streamlining processes, and harnessing technology to propel Risepoint forward. The right candidate will understand the critical balance between technical acumen and customer service, striving always to exceed user expectations while maintaining the integrity and security of our systems.

This role is 100% remote based.

Key Responsibilities

• Be the first point of contact for customers or internal users experiencing issues with hardware, software, networking, and other computer-related technologies.

• Provide Frontline support for technical inquiries via phone, email, Teams or face-to-face.

• Provide support for Windows and MacOS systems within a Microsoft M365 environment.

• Conduct remote troubleshooting, diagnose issues, and guide customers through resolutions.

• Create, respond and escalate support tickets through a tracking system.

• Document and log issues and resolutions.

• Escalate unresolved issues to higher-level support teams.

• Deliver accurate information about unresolved issues to higher level support.

• Recommend procedural and technological improvements to benefit employees.

• Collaborate with internal teams to relay feedback and suggestions from users.

• Support enterprise technology deployments and video conference setup.

• Participate in On-Call support rotation.

• 1-2 years of experience supporting hardware/software in a hybrid Windows/Mac corporate environment.

• Previous experience in a Service Desk or customer support role.

• Proficiency in workstation support, administration tools, and remote support technologies.

• Comprehensive understanding of computer systems, mobile devices, and tech products.

• Proactive problem-solving skills and innovative thinking.

• Strong ticketing closure/support, communication skills and a customer-first mentality.

• Familiarity with Mac integration in an Entra ID - Active Directory Domain environment.

• Experience with Microsoft O365, Entra ID, Microsoft Active Directory, JAMF, Salesforce, Salesforce CRM, Bomgar, Absolute Software, and more.

• A fast-paced, adaptive learner with meticulous attention to detail.

• Strong analytical, prioritization, and multitasking skills.

• Proven capability to support and maintain end-user systems.

• Commitment to quality and cost-effectiveness

• Ability to provide On-Call and after-hours services for critical incidents including patching and maintenance of all Cloud environments.

Risepoint is an equal opportunity employer and supports a diverse and inclusive workforce.