Company Overview
Diamond Assets helps schools, businesses, and governments create sustainable plans that ensure equitable access to technology. Focused on transparent, reliable, and knowledgeable service, our team helps customers plan, get the most value for their current Apple Devices, and feel secure that their devices have been responsibly upcycled or recycled.
Job Title: Technical Support Line Lead
Purpose: The role of Technology Support Line Lead at Diamond Assets is to provide high quality support and implement effective, efficient, and secure use of technologies to all members of the organization.
Basic Qualifications:
- Technical College degree in information technology, end-user devices, a related field or equivalent required
- Experience/knowledge in supporting users with networking, (WAN/LAN/wired/wireless), needs.
- Experience supporting users on email, collaborative systems, and various applications
- Ability to work in complex projects
- Ability to communicate clearly
- Strong organization and task management skills
- Excellent trouble-shooting, analysis and problem solving skills
- Ability to work independently and in a team environment
- Excellent verbal, written, and interpersonal communication skills
- Excellent customer service skills
Supporting Qualifications:
- 1+ years supporting macOS and iOS systems, in education or business setting preferred
- Proficiency with customer service and end user support
- Demonstrated understanding of computer fundamentals
- Knowledge of IT security and compliance standards (NIST, NATE, etc.); data destruction solutions
- Experience in workstation administration, monitoring, and maintenance of workstations and related applications
- Experience with workstations and mobile deployments (Windows, macOS, iOS, Android)
- Experience/knowledge with/of mobile device management & workstation deployment
- VOIP phone system support and monitoring
Essential Functions:
- Monitor support channels and technical requests
- Maintain and monitor client workstations and mobile devices, providing maximum uptime
- Maintain and preform monthly maintenance log of equipment and machines
- Assist in local and wide area network support with contracted engineers
- Assist in management of MDM for deployment of employee end-user devices
- Assist in the development of user training and best practices.
- Assist in creation and maintaining user accounts
- Assist in line support and trouble-shooting problematic devices
- Monitor and support of printers
- Perform other duties as assigned
Beyond:
The person in this position is expected to continue to learn, grow and contribute in a fast-changing and highly productive work environment. In addition, there are high expectations for excellent communication, teamwork, and problem-solving abilities.