IT Support / USA based (Richmond)

Summary: The primary focus of the IT Support role is to facilitate local IT operations and act as the liaison between the local team and the central global support team. Key skills required include experience in end-user support, knowledge of hardware tasks, and the ability to coordinate with vendors.

Main Responsibilities:

• Provide hands-on support for end-user workplace technology, including laptops, thin clients, and peripherals.

• Perform hardware tasks such as cabling, device delivery, setup, imaging, and resets.

• Manage local stock and coordinate storage activities to ensure accurate asset tracking and availability.

• Act as onsite "eyes and hands" to support the technical room, involving basic server and networking support with guidance from remote teams.

• Coordinate with global AZ Tech teams for seamless integration and escalation of issues.

• Support ad hoc IT needs, troubleshoot, and resolve first-level hardware or connectivity issues.

• Coordinate end-to-end with the vendor (Lenovo) for hardware issue resolution.

• Assist with BitLocker, BIOS, and imaging-related password issues.

• Manage incident management and troubleshooting for software and network-related issues.

• Support with new software packaging for AVC/AMC.

• Assist with SD-WAN, WiFi, LAN, and VC, addressing service outages, upgrades, and refreshers.

• Help activate licenses and necessary IT services for onboarding when self-service fails.

Key Requirements:

• Experience in providing end-user support for workplace technology.

• Knowledge of hardware tasks including setup, imaging, and device management.

• Ability to coordinate with vendors for issue resolution.

• Basic knowledge of server and networking support.

• Experience in troubleshooting hardware and software issues.

• Familiarity with password management systems, specifically BitLocker.

Nice to Have:

• Experience with SD-WAN and related technologies.

• Previous roles involving software packaging.

• Familiarity with local IT inventory management practices.