Position Details

• Job Title/Function: IT Support & Helpdesk Operator
• Department: IT/Project Management, Solutions and Technologies
• Reports to: Infrastructure & Support Manager or IT Projects Manager (based on location)
• Grade: Assistant
• Type of Contract: Permanent
• Place of work: Miami, Florida, U.S.

Purpose

The IT Support & Helpdesk Operator supports the IT Projects Manager to ensure that HBS Corporate infrastructure and hardware are operated according to corporate requirements.

He/she operates the support to be provided to all Core Team and Planning Team users.

Main Responsibilities

• Providing user support (including identifying back-up solutions) on all IT matters within the company:
  • On offices general IT services (network, printers, mobile telephony, access control and overall security)
  • On end users’ hardware life cycle (inventory, deployment, maintenance, renewal)
  • End users, dispatcher through Zendesk as well as level 1 and 2 support
• Assisting in project preparation and delivery for local (US-based) events, supporting the IT Projects Manager and French-based team (hardware setup and deployment, support)
• Maintain internal corporate procedures and guidelines
• Welcome and train newcomers to our IT procedures, hardware and systems
• Participating in the discussions around the Microsoft 365 products and services around the workstation management, having an active eye on the next features
• Perform regular reporting/status updates to the Infrastructure & Support Manager or IT Projects Manager on assigned tasks and overall IT situations

Position Relevant Skills (Education/Work Experience/IT)

Technical skills:

• At least one year of experience in IT infrastructure and user support, preferably in a similar role (user and hardware support (Dell and HP laptops, Windows 10 and 11, Microsoft 365))
• Have good knowledge of Microsoft 365 standard apps package (Outlook, Word, Excel, PowerPoint, Teams)
• Knowledge about end-user hardware management in Microsoft 365 (Autopilot, Intune enrollment/management) is a plus

Soft Skills

• Self-motivated, organised, detail-oriented and willing to learn new skills and technologies
• Excellent troubleshooting and problem-solving skills, and ability to work under pressure and meet deadlines
• Good communication and interpersonal skills, and ability to work effectively with diverse teams
• Pro-active work attitude

Required Languages

• English fluent (Spoken & Written)