IT Systems & End Point Technician

IT Systems & Endpoint Technician

$55,000 - 66,000+

Company Overview:

Pinnacle Live is a premium, in-house AV partner. We elevate live event expectations for people and venues who demand better. With an expert balance of big-picture problem-solving and boots-on-the-ground execution, we deliver bespoke AV solutions for in-person, virtual, and hybrid meetings and live events. The most impressive, impactful meeting and events all have the same common denominator: dedicated, determined people working behind-the-scenes to make it happen. We're looking for those people. Pinnacle Live is a Collaborative Crusader. We empower you to tackle tough challenges to deliver unforgettable hospitality and live event experiences.

Job Summary:

The IT Systems & Endpoint Technician role is responsible for the setup of company devices prior to

shipping. This role will provide Tier 1 and Tier 2 helpdesk support, ensuring timely resolution of technical issues with a high level of user satisfaction.

Essential Functions:

* Coordinate with the asset management team to coordinate new device request orders

* Configure desktops, laptops, and other IT equipment

* Ensure devices are configured properly utilizing Microsoft Intune and Mosyle MDM platforms

* Troubleshoot hardware and software issues across Windows and macOS environments

* Assist with Inventory Management of IT assets and equipment

* Maintain documentation for system configurations, procedures, and troubleshooting steps

* Collaborate with other IT staff on device profile deployment

* Respond to helpdesk tickets and provide Tier 1 and Tier 2 technical support to end users via

phone, email, and Microsoft Teams

* Resolve issues related to Microsoft 365 applications, email, and user accounts

* Resolve issues related to various company cloud systems and applications

* Guide users through problem-solving processes and provide training when necessary

* Escalate unresolved issues to higher-level support or specialized teams

* Track and document all support interactions and resolutions in the Zendesk ticketing system

* Support onboarding and offboarding processes for all departments

* Coordinate with the asset management team on device destruction and recycling requests

* Other duties as assigned

Education & Experience:

* Bachelor's Degree in Information Technology, Computer Science or equivalent experience

* 3+ years of experience as an IT Support Technician

* 3+ years of experience in Customer Technical support role

* Prior experience managing a ticketing system such as Zendesk

Certificates, Licenses, Registrations:

* CompTIA A+ or equivalent

* Relevant Microsoft certifications such as Endpoint Administrator (MD-102)

Required Skills & Knowledge:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required.

* Strong understanding of computer hardware, operating systems, and networking fundamentals

* Versed in Windows 10/11, macOS, and Microsoft 365 applications

* Firm understanding of Azure Active Directory

* Familiarity with Device Imaging, Scripting, and Remote support tools

* Proficiency in setting up devices utilizing Microsoft Intune/Autopilot, Apple Business Manager,

and an Apple MDM such as Mosyle or JAMF

* Excellent troubleshooting and diagnostic skills

* Strong communication and interpersonal skills

* Ability to work independently and manage multiple priorities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits:

• Incentive plans on top of base salary
• Generous time off with PTO, holidays and sick/personal days
• 401k with a contribution match
• Insurances; health, vision, dental and more

Pinnacle Live is an E-verify and Equal Employment Opportunity Employer

Pinnacle Live is committed to welcoming, valuing, and supporting every person and their unique contributions. We are actively working to foster an environment where diversity, equity, inclusion, belonging, and mutual respect thrive. We recognize that diversity is intersectional, and that actively valuing diversity demands that we continually strive to establish a welcoming atmosphere for all.

Pinnacle Live welcomes, openly acknowledges, empowers, and celebrates the diversity of all our team members, clients, and partners, and affirms the identities and experiences of all our members. We strive to create an environment where we actively embrace all forms of diversity.