Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership. Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win. We are looking for a Senior Helpdesk Technician to provide on-site and remote technical support to our team members in an efficient and accurate manner. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills. This role is responsible for managing vendor relationships to procure laptops, accessory hardware, and any installed software, and requires deep experience diagnosing and resolving package/application problems. As the front line responsible for addressing basic technical issues, the Bounteous Helpdesk's objective is to quickly identify and resolve challenges to keep our teams operating efficiently. As a Senior Technician, you serve as an escalation path on the Helpdesk by providing assistance and guidance to other team members. This is an on-site position at our Chicago Collaboration Center (4115 North Ravenswood Avenue) during core business hours (Monday - Friday) and requires access to a reliable vehicle and a valid driver's license. Role and Responsibilities Support, monitor, test, and troubleshoot hardware and software problems related to the Bounteous Apple and Windows laptop fleet Set up equipment for employee use; perform/ensure proper installation of laptops, operating systems, and appropriate software; maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment as needed Perform account management and maintenance for applications and systems (e. g., create or modify user accounts and permissions, perform password resets) Assist Talent & Culture with onboarding new team members: provide access to products and services, answer new team member questions/concerns Provide on-site support to executives and clients at our Chicago Collaboration Center Manage the full device lifecycle (purchasing, deployment, decommissioning, recycling/selling of discarded devices) Mindfully lead by example and mentor junior-level team members in their development Escalate to operations, solutions, infrastructure engineering teams, or appropriate resolver team as needed Manage assets, maintain incidents and requests via SolarWinds Perform trouble call resolution, diagnose complex problems, and provide user support follow-up Interact and partner with Helpdesk and Bounteous team members, as well as external vendors Develop test specifications and create support documentation for all hardware resources, in accordance with Bounteous processes Support remote users via VPN technologies Perform off-site errands, including time-sensitive shipments Preferred Qualifications 5+ years of hands-on Office 365 user administration experience 5+ years of Apple Mac support experience Experience with push and install workstation and third-party patches Hands-on Azure Active Directory administration experience, including file and share permissions, user administration (password and MFA resets) Experience improving system performance by recommending and implementing hardware updates, including firmware changes and break/fix Experience managing and maintaining infrastructure devices, including switches, routers, and firewalls Experience with software as a service (SaaS) and other software hosting protocols Experience deploying packages in Microsoft Endpoint management (Intune) Experience deploying packages in Apple/Mac Endpoint management (Kandji) SolarWinds Service Manager experience Audio/Visual equipment experience Networking experience Proven ability to work independently with minimal oversight Skilled at managing multiple projects in a fast-paced environment; flexible and readily adaptable to changing circumstances A keen attention to detail and accuracy; exceptional organizational, time management, and project management skills Proactive and solution-oriented; strong problem-solving and decision-making skills A fast learner; proven success picking up new technologies/tools quickly and proficiently Strong communicator with all levels of leadership, management, and staff Excellent verbal and written communication skills Fluent in English; the ability to clearly communicate with English-speaking team members as well as read, write, and understand technical documentation in English Associate's or Bachelor's degree in Computer Science or Information Technology from a technical school (or equivalent work experience) preferred The ability to regularly lift/carry up to 50 pounds (desktop computers, etc.) Access to a reliable vehicle and a valid driver's license $67,000 - $87,000 a year Individual pay is determined by many factors, including experience, relevant education or training, and organizational needs. The mid-range to maximum of the salary range is generally reserved for individuals who are highly experienced in the role. We invite you to subscribe to our monthly and quarterly newsletters to stay up to date with the latest job openings as well as resources and tips for job seekers here. Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you're missing some of the above), we encourage you to apply. Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law. In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous community. Bounteous is willing to sponsor eligible candidates for employment visas.