IT Support Lounge Technician

IT Support Lounge Technician

Role Overview
We are seeking a highly skilled and customer-focused contractor to operate our walk-in IT Support Lounge. Modeled after the "Genius Bar" concept, this lounge provides immediate, high-touch technical assistance to our knowledge workers.
This is a dynamic, hybrid role. The ideal candidate must possess the deep technical expertise required to rapidly diagnose multi-platform issues on the bench, alongside the professional polish and agility needed to step away from the lounge to deliver urgent desk-side support for C-suite executives and conference room AV emergencies.
This team member will act as the face of IT, blending technical acumen with exceptional hospitality.

Core Responsibilities
Walk-In Technical Support & Lounge Operations

• Deliver responsive, hospitality-driven Tier 1/2 technical support for walk-in employees across company-issued Windows, Mac, and Chromebook laptops, as well as iOS/Android mobile devices.
• Perform rapid hardware and software triage, executing same-day resolution or provisioning loaner devices when extended repair or depot service is required.
• Manage the walk-in queue flow, triage urgent versus non-urgent repairs, and clearly communicate timelines and expectations to users.
• Accurately log, categorize, and resolve 100% of walk-in interactions, hardware swaps, and "drive-by" requests in the ITSM ticketing system.

VIP & Executive White-Glove Support

• Provide high-priority desk-side support to SVPs, C-suite executives, and Executive Assistants for urgent computing, connectivity, and communication issues.
• Exhibit exceptional verbal communication, professionalism, and a high sense of urgency when operating in executive office spaces.

Onboarding & Asset Lifecycle Management

• Facilitate hands-on IT orientation for new hires, guiding initial device setup, security key/MFA enrollment, mobile app installation, and providing a foundational 5–10 minute overview of company IT tools and support resources.
• Manage endpoint imaging, zero-touch provisioning, and routine hardware refreshes using enterprise deployment tools.
• Maintain real-time asset tracking in the CMDB for all deployed, returned, repaired, and loaner hardware, ensuring accurate inventory levels and timely recovery of loaner equipment.

Conference Room AV & Operational Feedback

• Provide on-site, first-line AV support to troubleshoot and resolve connectivity, camera, and microphone issues in conference rooms and TV-equipped spaces.

Required Technical Skills

• Deep administrative troubleshooting knowledge of Windows 11, macOS, and ChromeOS. Strong understanding of how machines enroll into Mobile Device Management (MDM) platforms (Workspace One, Google Workspace, Active Directory) and how to resolve common enrollment failures.
• Practical troubleshooting experience within Google Workspace (account provisioning, 2SV/security keys, Drive file sync, Google Meet hardware) and Microsoft 365 desktop applications.
• Proven ability to perform rapid component diagnostics, identify battery/display/port failures, and run vendor-specific hardware diagnostics (Client and Apple).
• Familiarity with modern conference room AV hardware, digital displays, and universal docking stations.

Candidate Profile & Soft Skills

• Experience: 3–5 years in Desktop Support or End-User Computing, with at least 1–2 years supporting high-touch walk-in kiosks (e.g., Apple Genius Bar, corporate Tech Stop) or dedicated VIP/Executive environments.
• Exceptional patience, empathy, and de-escalation skills. You must be able to translate complex technical issues into plain language for frustrated end-users.
• The ability to seamlessly pivot from a stationary walk-in desk environment to mobile desk-side support without losing track of queue priorities.
• Demonstrate the ability to work independently and autonomously, effectively prioritizing competing demands between the walk-in desk and desk-side escalations.
• Identify recurring pain points, workflow bottlenecks, and user error trends at the lounge, and escalate recommendations to the Endpoint and Systems Engineering teams for automation and process streamlining.