Technical Support Specialist

Job Description

Hi! Tech is looking for sharp, energetic, creative, highly-motivated, and personable tech professionals to join our team.

A successful candidate:

• Takes initiative, is proactive and self-motivating;
• Strives for excellent communication with clients and team members;
• Thrives in the face of uncertainty, excited to create solutions;
• Enjoys a non-traditional (and lately virtual) office setting;
• Is an excellent problem solver;
• Effectively communicates complex ideas or topics to a non-technical audience;
• Takes initiative and self-motivating;
• Has a strong internal locus of control;
• Believes in consistent professional development and growth;
• Is highly-likable; and,
• Is well versed in all things IT and tech-related, with a wide breadth of knowledge across software, hardware, networking, and security disciplines.
  
  

Responsibilities include:

• Providing desktop support (macOS, Windows, and Chrome OS);
• Onboarding and offboarding of clients' team members - in a friendly, professional, and sensitive manner;
• Managing vendor relationships (and performing contract reviews);
• Configuring and administering SaaS applications (e.g., G Suite, Dropbox, Slack, Jamf, Atlassian Suite, 1Password, OneLogin, Active Directory, etc.);
• Managing licenses and performing account recertifications;
• Researching best-in-class hardware, software, peripherals (and interoperability, in a constantly changing landscape), and providing recommendations in terms of good, better, and best;
• Procuring hardware and software;
• Performing device enrollment and asset management;
• Creating/maintaining processes and documentation;
• Installing and configuring AV equipment for video conferencing;
• Running, terminating, testing network cabling, and implementing and configuring network hardware;
• Reverse-engineering existing hardware/software implementations;
• Analyzing existing technology-related pain points and providing effective and budget-conscious recommendations and reasoning to our client's management team;
• Providing detailed, accurate, and timely reporting of work completed for client deliverables.
  
  

Experience/qualifications desired:

• Bachelor's degree
• 2 years of post-collegiate technical experience
• Extremely detail-oriented
• Ability to project manage complex, nuanced efforts from start to finish
• Proven ability to work successfully with limited supervision
• Ego-less personality with excellent teamwork and communication skills
• High empathy and bedside manner for/with end-users
• Ability to explain complex technical ideas to a non-technical audience
• Ability to deep-dive into research and find fixes when faced with unfamiliar technical hurdles or blockers
• Perseverance, resilience, and scrappiness in the face of challenges
• Ability to work effectively whether on-site, on the go, or remotely
• Ability to work in varying office cultures and able to blend in and work quietly and discreetly (when needed)
• Deep knowledge of Google Workspace (G Suite for Business)
• Experience implementing and administering MDM systems (Kandji, Jamf, Mosyle, etc.)
• Understanding of ISP and networking hardware (modems, firewalls, switches, access points) along with concepts such as DNS, DHCP, VPN, and TCP/IP protocols
• Experience with planning and deploying ethernet cabling, networking hardware, and related infrastructure
• Ability to troubleshoot Wi-Fi and wired network connectivity and to improve overall network performance and security
• Experience deploying and operating a variety of video conferencing solutions
• Understanding of basic audio hardware (mics, mixers, etc.)
• Knowledge and understanding of interoperability (and limitations of), all common digital and analog cables and interfaces (Ethernet, HDMI, USB-C, DVI, etc.)
• Must be trustworthy and able to maintain the confidentiality of all sensitive client data (able to sign NDAs as required)
• Ability to effectively and accurately use a tape measure, hand tools, a power drill, and be comfortable on a ladder
  
  

Company Description

We pride ourselves on being a unique organization in today’s technology landscape. Born in 2013 out of a couture home IT support company in Brooklyn, Hi! Tech strategically pivoted into the business-to-business (B2B) client world and grew into a firm capable of taking on large-scale projects. All client experiences over the past 10 years have contributed to our evolution and helped us to become who we are today - a team of consultants who provide boutique, premium IT and technology support to our clients. Our organic growth has come from a strong client base and their referrals, the best testament to the work we do every day.

So who are our clients? They exist in all ends of tech-forward industries, from television and digital media production to health and beauty to e-commerce and retail. We meet our clients where they are, and design and execute fully customizable IT solutions based on the growing needs of their business!

The ways of working within our internal teams are collaborative and conversational, and we prioritize open communication and knowledge sharing. When your people come from as wide-ranging professional backgrounds as ours, you always have something to learn from one another! Some questions we ask ourselves constantly: How can we do better? How can we make our work excellent? Our team members help push us to get there, and we grow alongside them.

We believe in and are proud of taking care of our people. We offer competitive salaries and a complete benefits package (including employer-match for our 401(k), four weeks of PTO, fully company-paid life insurance, and primarily company-paid health, vision, and dental insurance*). We have a continual performance development process, with frequent opportunities for merit-based raises and performance-based bonuses.

• Medical, Dental, Vision, Life, and Long Term Disability Insurance benefits are provided to employees, and Hi! Tech covers the majority of the cost of premiums. Hi! Tech partially funds coverage for dependents.
  
  

We pride ourselves on being a unique organization in today’s technology landscape. Born in 2013 out of a couture home IT support company in Brooklyn, Hi! Tech strategically pivoted into the business-to-business (B2B) client world and grew into a firm capable of taking on large-scale projects. All client experiences over the past 10 years have contributed to our evolution and helped us to become who we are today - a team of consultants who provide boutique, premium IT and technology support to our clients. Our organic growth has come from a strong client base and their referrals, the best testament to the work we do every day. So who are our clients? They exist in all ends of tech-forward industries, from television and digital media production to health and beauty to e-commerce and retail. We meet our clients where they are, and design and execute fully customizable IT solutions based on the growing needs of their business! The ways of working within our internal teams are collaborative and conversational, and we prioritize open communication and knowledge sharing. When your people come from as wide-ranging professional backgrounds as ours, you always have something to learn from one another! Some questions we ask ourselves constantly: How can we do better? How can we make our work excellent? Our team members help push us to get there, and we grow alongside them. We believe in and are proud of taking care of our people. We offer competitive salaries and a complete benefits package (including employer-match for our 401(k), four weeks of PTO, fully company-paid life insurance, and primarily company-paid health, vision, and dental insurance*). We have a continual performance development process, with frequent opportunities for merit-based raises and performance-based bonuses. * Medical, Dental, Vision, Life, and Long Term Disability Insurance benefits are provided to employees, and Hi! Tech covers the majority of the cost of premiums. Hi! Tech partially funds coverage for dependents.