<p><strong>Role Summary:</strong></p><p>Oversees IT support services for assigned offices, collaborating with Digital-IT on remote support, projects, and vendor management. Provides backup for the Global Helpdesk during peak times or holidays.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Coordinate hardware/software upgrades and installations per global standards</li><li>Maintain inventory and license records</li><li>Execute project tasks including testing and documentation</li><li>Perform scheduled maintenance and troubleshoot issues</li><li>Diagnose and resolve hardware/software faults</li><li>Repair or replace equipment as needed</li><li>Participate in shift and on-call rotations</li><li>Guide local office contacts and liaise with external vendors</li><li>Join scheduled IT conference calls</li></ul><p><strong>Digital-IT Collaboration:</strong></p><ul><li>Partner with GSM and Digital-IT to enhance tech adoption and support delivery</li><li>Support Global Helpdesk in software rollouts and issue resolution</li><li>May assist with events or conferences at other offices</li></ul>

<p>• Minimum of 3 years of experience in an IT support role.</p><p>• Experience working with vendors</p><p>• Proficiency in troubleshooting hardware, software, and network issues.</p><p>• Strong knowledge of Microsoft Office 365 and Active Directory.</p><p>• Experience managing service desk tickets and providing deskside support.</p><p>• Familiarity with mobile device management, including iOS systems.</p><p>• Excellent communication and interpersonal skills to work effectively with users and teams.</p><p>• Ability to coordinate with external vendors to achieve IT goals.</p><p>• Solid organizational and problem-solving skills to manage multiple tasks efficiently.</p>

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