Main purpose:

· manage and resolve daily IT helpdesk support requests from Rosco global offices

· onsite and remote hardware support

· onsite and remote end user IT support

· network administration as needed

Job Summary:

The focus of this role will be split between managing the global IT support ticket queue and providing general IT support for our North American offices.

Duties will include:

· troubleshooting and resolving, or escalating, IT support requests that are submitted by Rosco employees from any of our global offices

· taking responsibility for, proactively planning for, and managing Rosco’s IT hardware inventory

· maintaining and following device policy for distribution of cell phones, laptops, and other peripherals

· managing technical support for onboarding new employees, including setting up and distributing new laptops, equipment, and training employees on Rosco IT infrastructure and policy

· supporting VPN/remote access

· supporting onsite infrastructure: printers, Wi-Fi, network administration

· working closely with the rest of the IT Team to maintain an overall stable and efficient IT infrastructure to support the business

Education and Experience:

· 1 – 3 years’ experience in general IT Support

· Working knowledge of Windows and Mac operating systems

· Expertise with Microsoft products, including Teams, OneDrive, Word, Excel, Outlook

· Working knowledge of on-prem Active Directory, Azure Active Directory, and MS365 ecosystem

· General hardware and software troubleshooting skills

· Working knowledge of remote networking, RDP, VPN

Competencies and Behaviors:

• Cultural fit with Rosco’s core values
• Excellent written and verbal communication skills
• Inquisitive, proactive, organized, detail-oriented
• Comfortable contacting and working with coworkers remotely
• Strong listening skills
• Ability to ask clarifying questions to diagnose and solve problems
• Ability to interact with both technical and non-technical team members
• Ability to multi-task and prioritize tasks appropriately
• Availability and willingness to occasionally work outside typical 9-5 business hours if needed