IT Technical Support Representative

IT Technical Support Representative

Shift4 is rapidly expanding globally and seeking a highly experienced and customer-focused IT Analyst / Technical Support Representative to join our team in Center Valley, PA. The ideal candidate will be responsible for providing comprehensive technical support and troubleshooting assistance to our employees, ensuring high productivity and minimal downtime. This role requires advanced knowledge of Active Directory, hardware, software, and various IT-related systems. We are looking for an individual with excellent problem-solving abilities, strong communication skills, and a dedicated customer service orientation.

This is a critical onsite role based at Shift4’s Center Valley, PA location.

Key Responsibilities:

User Support & Troubleshooting

• Provide expert technical support to end-users, directly contributing to improved productivity through effective utilization of hardware, software, and enterprise systems.
• Respond to and efficiently resolve technical incidents during business hours and while on-call, adhering to standard escalation procedures.
• Diagnose and resolve complex hardware, software, and network connectivity issues.
• Deliver effective remote support using established remote access tools.
• Conduct end-user training and provide ongoing support for various applications and systems.
• Set up, configure, and provide support for video conferencing equipment and collaboration tools.

Technical Management & Operations

• Install, configure, and maintain computer hardware, operating systems, software, and peripherals.
• Proactively monitor system logs and alerts to detect and address potential issues before they impact operations.
• Deploy and manage software updates, security patches, and system upgrades across the user base.
• Create and meticulously maintain user accounts, security groups, and Group Policies within Active Directory.
• Analyze, test, and optimize IT systems to ensure continuous improvement in performance, efficiency, and security.

Documentation & Asset Management

• Develop and maintain comprehensive support procedures and technical knowledge base articles for the IT team and end-users.
• Maintain accurate and up-to-date records of all IT assets, software licenses, and maintenance schedules.

Project & Policy Support

• Assist with the planning, tracking, and execution of IT-related projects and scheduled maintenance tasks.
• Participate in the development, implementation, and enforcement of IT policies and procedures.
• Collaborate effectively with business stakeholders to understand specific needs, design viable IT solutions, and resolve complex cross-functional issues.

Professional Development

• Maintain current knowledge of emerging technologies and industry trends; actively recommend improvements to the IT infrastructure and support processes.

Qualifications:

• Minimum of 2 years of experience as an IT Analyst, Desktop Support Technician, or similar role providing technical support in a corporate environment.
• Demonstrated experience supporting a wide range of operating systems, including Windows and macOS, as well as mobile devices (smartphones and tablets).
• Ability to commit to the required shift of 9:00AM to 6:00 PM EST, 40 hours per week, with occasional additional shifts at Shift4's headquarters in Center Valley, PA.
• Advanced technical knowledge in software and applications administration (e.g., Microsoft 365/Google Workspace).
• Advanced understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, VPN, and firewalls.
• Proven knowledge of Active Directory administration, user access management, and governance tools.
• Solid knowledge of computer hardware troubleshooting and repair.
• Familiarity with virtualization technologies (e.g., VMware or Hyper-V).
• Experience with remote access and VPN technologies.
• Proven ability to respond to and participate in the resolution of production issues (during business hours and on-call rotation with advanced notice).
• Exceptional ability to manage, prioritize, and drive to resolution multiple tasks and issues simultaneously.
• Ability to communicate clearly and effectively while under pressure.
• Strong written and verbal communication skills in English with the ability to effectively translate technical information for non-technical end-users.
• Direct experience in a high-volume, customer service-focused IT environment.
• Strong analytical and logical problem-solving skills.
• A strong drive for task completion and a high degree of self-sufficiency.

Preferred Skills (Highly Desirable):

• Relevant industry certifications such as CompTIA A+, Network+, or Security+ or equivalent professional certifications.

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