Who We Are [NA IT Support]

Are you looking for an exciting role where you can thrive in a fast-paced environment and take on new challenges every day? The NA IT Support team is seeking a motivated individual to help us lead the deployment and support of cutting-edge technology in our state-of-the-art contact center. In this role, you'll play a critical part in troubleshooting and supporting the implementation of new contact center technology, ensuring seamless operations across our Sales and Service teams. As we continue to innovate, you'll be tasked with writing comprehensive and technical SOPs, documentation, and troubleshooting runbooks, as well as creating end-user guides that empower employees to self-service their tech issues and provide essential resources to our tech support teams.

You will be at the forefront of shaping how we manage and support technology, with the opportunity to lead new projects and contribute to a growing, innovative environment. Working both collaboratively with your direct team in the Athens, GA office and with cross-functional partners remotely, you’ll ensure effective communication and timely project execution. If you are excited by the chance to work in a high-energy setting, provide valuable tech support resources, and help implement and maintain new technologies, this is the perfect role for you to make a real impact while working in a facility that is constantly evolving.

What You’ll Do

• Provide On-Site Tech Support: Address incidents, AV support, workstation setups, tech requests and network issues.
• Manage Computer Deployments: Oversee imaging, loaners, Chrome OS, and PDC setups.
• Maintain Inventory & Organization: Ensure stock and technical areas are clean and functional.
• Promote Positive Experience: Ensure friendly, solution-oriented interactions with all customers.
• Champion New Tech Deployments: Support successful integration of new technology on-site.
• Lead Knowledge Base Updates: Manage project timelines and coordinate with teams for timely updates.
• Gather Feedback for Updates: Collaborate with teams to identify gaps and prioritize content.
• Ensure Consistency & Quality: Oversee content quality, clarity, and usability across the knowledge base.

What You’ll Need

• Technical Support and Troubleshooting: Ability to address and resolve technical issues on-site, manage computer deployments, and ensure equipment functionality across the building.
• Project Management: Strong organizational skills to lead and manage the knowledge base update project, including timeline creation, task delegation, and progress tracking.
• Collaboration and Communication: Effective communication and teamwork skills to gather feedback, coordinate with cross-functional teams, and ensure clear, consistent updates across the knowledge base.
• Problem-solving skills: Are often drawn to puzzles and challenges, and the process of finding solutions is rewarding in itself. 
• Adaptability: Can shift their focus and approach as they delve deeper into a topic, embracing new information and insights along the way. 
• Curiosity and a thirst for knowledge: Are naturally drawn to exploring new ideas and seeking out information, often going beyond the surface level.
• Persistence and determination: Don't give up easily and are willing to invest time and effort to understand a topic thoroughly.  
• Independent thinking: Are comfortable venturing off the beaten path and exploring topics in a way that suits their own interests and curiosity. 
• Self-directed learning: Are comfortable taking ownership of their learning and pursuing knowledge independently, often viewing "rabbit holes" as opportunities for growth. 
• Research and analytical skills: Are adept at gathering information, evaluating sources, and drawing conclusions based on evidence.