A luxury goods retailer is seeking an exceptional IT Support Technician to assist in the resolution of end user hardware and software technology related issues in their corporate office. RESPONSIBILITIES • Support the installation, maintenance of end user hardware (desktop, laptop, tablets, phones etc), OS, and enterprise applications (e.g., Salesforce, MS Office, etc.) and collaborating with other teams, as necessary. • Responsible for resolution of tier 1, and 2 incidents, requests, and escalations, as needed via IT ticketing system, in person or emails. • Follow up with customers to ensure satisfactory service and if applicable guide the end user through step-by-step problem-solving process. • Properly diagnosing system related errors and other issues. • Provide hands on support and troubleshooting of video conferencing platforms/setups in our Vestry and Lyndhurst offices. • Manage the administration and support of i.) user accounts (onprem AD and Azure AD) and email (O365) provisioning and ii.) software packaging, patch management, OS update management • Maintain operating procedures and processes to ensure consistency and security across the end-user environments. • Writing, editing, and revising knowledge base article for new/updated software and processes in ITSM ticket portal: ServiceNow QUALIFICATIONS • Highly Proficient with: Desktop, Mobile and Server Operating Systems (WIN/MAC/IOS) including associated applications and hardware peripherals. • Patient, friendly demeanor with a great aptitude for listening • Working knowledge of Microsoft SCCM, and JAMF or related device management tools a plus • Demonstrated ability to work effectively with end users of widely varying technical skills. • Excellent analytical and technical skills with strong written, verbal, and interpersonal skills. • Working knowledge and experience supporting video conferencing system for medium to large conference rooms • Knowledge of ITSM methodology and supporting tool, preferably ServiceNow • Education: Bachelor’s degree in computer science, Technology Systems Engineering, or equivalent experience in related field required. • Relevant certifications Microsoft, CompTIA, ITIL etc. are an advantage.