What are the responsibilities and job description for the IT Support Technician position at Visions Management?
About Visions
Visions Management began in 2007 with the goal of reimagining the experience of move management, space planning and FF&E services for our clients. To meet this goal, we built a diverse team of experts from varied backgrounds. Visons is a Certified Women Business Enterprise, Small Business, San Francisco Local Business Enterprise, and EcoVadis Silver Medalist (Universal Sustainability Award). We are dedicated to fostering a diverse and inclusive environment and believe that diversity drives innovation and creativity, making us stronger as a team. We actively seek unique perspectives and experiences, understanding that they enrich our work and help us better serve our clients. We believe company culture is key to the professional and personal growth of our employees. Visions Management is committed to inspiring our people as a family first company offering an environment that promotes continued education, training, coaching, creativity and bringing ideas to life.
We look forward to learning about you!
About the Team
At Visions, our embedded IT teams are seamlessly integrated onsite to provide tailored support for our clients, offering a range of services that include technical troubleshooting, system management, asset tracking, and network support. These team members are uniquely positioned to work within their client’s systems and processes, ensuring they deliver exceptional service and efficient solutions that reflect the high standards of Visions. The employees who make up our embedded IT Support vertical take pride in representing Visions' commitment to excellence, rising to the challenge of enhancing our client's technology infrastructure and overall success.
About the Role
We are seeking a motivated and skilled IT Support professional to join our team. This role is ideal for someone with a passion for troubleshooting and providing top-notch customer service. The IT Support Specialist will be responsible for providing technical assistance to end-users, managing IT assets, and ensuring the smooth operation of the organization's systems and technologies.
Deliverable Role/Responsibilities:
- Provide hands-on IT support for both macOS and Windows operating systems.
- Utilize a ticketing system (e.g., Zendesk, Jira, Freshservice, ServiceNow) to manage support requests.
- Manage IT asset lifecycle, including inventory tracking and storage management.
- Offer basic networking support, including DNS, DHCP, IP addressing, and Wi-Fi setup.
- Administer and troubleshoot SaaS tools used in corporate environments (e.g., Google Workspace or Microsoft 365).
- Support Multi-Factor Authentication (MFA) tools (e.g., Okta, Cisco Duo, Microsoft Entra ID).
- Write and update internal documentation and knowledge base articles.
- Provide excellent customer service, delivering prompt and clear communication.
- Adapt to changing priorities and manage your own queue independently.
Experience & Skills:
- 2 years of experience in IT support or Help Desk roles.
- Proficiency in macOS and Windows operating systems.
- Hands-on experience with a ticketing system (e.g., Zendesk, Jira, Freshservice, ServiceNow).
- Asset management experience, including lifecycle tracking and inventory management.
- Basic networking knowledge (DNS, DHCP, IP addressing, Wi-Fi setup).
- Familiarity with SaaS tools used in corporate environments (e.g., Google Workspace, Microsoft 365).
- Familiarity with MFA tools used in corporate environments (e.g., Okta, Cisco Duo, Microsoft Entra ID).
- Ability to write and update internal documentation and knowledge base articles.
- Strong troubleshooting and analytical skills with a customer-focused approach.
- Clear written and verbal communication skills.
- Self-motivated, able to manage your own queue and tasks independently.
- Flexible and adaptable to changing priorities.
- Zoom Room and AV/meeting room hardware support.
- Experience with mobile device management (MDM) platforms (e.g., Jamf, Intune).
- Scripting/automation skills (e.g., Bash, PowerShell, Python).
- Familiarity with endpoint security tools.
- Experience working in a global or multi-site support environment.
- Experience onboarding/offboarding users and provisioning equipment.
- Experience with cloud-based identity/access management (e.g., Okta, Azure AD).
Certifications Desired:
- CompTIA A (general IT support knowledge).
- CompTIA Network (basic networking skills).
- Apple Certified Support Professional (ACSP) – for macOS-heavy environments.
- Google IT Support Professional Certificate (Coursera).
- ITIL Foundation Certification (for process-oriented candidates).
- Microsoft Certified (relevant certifications).
Management Role/Responsibilities
- Reports to: Director of Client Services & Projects
Visions Management International Corporation
881 Grant Ave, Unit B Novato, CA 94945 415.693.8870 www.visionsmgmt.com
