Respond to escalated IT support requests, independently analyzing and troubleshooting complex issues across hardware, software, and network domains.
Break down multi-faceted technical problems, identify dependencies across systems and teams, and implement solutions with minimal supervision.
Manage and prioritize global IT Help Desk queue, assessing ticket risk and impact to determine appropriate routing and response timing.
Troubleshoot complex hardware issues including Mac/PC systems, mobile devices, and audiovisual equipment requiring advanced diagnostic skills.
Resolve advanced software configuration problems across operating systems, productivity suites, collaboration platforms, and enterprise applications.
Manage user account lifecycle including provisioning, access changes, and de-provisioning across multiple systems following security protocols.
Document troubleshooting processes and resolutions in IT knowledge base to support team learning and reduce future ticket volume.
Lead new employee onboarding technology setup, ensuring smooth provisioning of hardware, software, and system access.
Collaborate with specialized IT teams (Infrastructure, Security, Applications) on complex issues requiring cross-functional expertise.
Provide informal mentoring to junior IT specialist by sharing troubleshooting techniques, best practices, and technical knowledge.
Participate in IT projects and initiatives, contributing technical expertise and supporting implementation of new technologies or processes.
Stay current with emerging technologies, support tools, and IT best practices through continuous learning and professional development.
Leverage advanced technologies including AI/ML and intelligent automation to optimize infrastructure operations, predict system issues, and enhance decision-making capabilities.
Requirements
Required
Undergraduate degree in Computer Science, Information Technology, or related field with 2+ years of IT support experience or equivalent combination of education and experience
Proven ability to independently troubleshoot and resolve complex technical issues across multiple technology domains
Strong knowledge of Windows and macOS operating systems with advanced troubleshooting capabilities
Experience with enterprise applications, productivity tools, and collaboration platforms used in corporate environments
Understanding of networking fundamentals, user account management, and IT security best practices
Experience with IT service management tools and ticketing systems for managing support workflows
Excellent customer service skills with ability to communicate technical information clearly to non-technical audiences
Strong analytical and problem-solving skills with systematic approach to diagnosing complex issues
Ability to mentor junior team members and share knowledge effectively
Strong organizational skills with ability to manage multiple concurrent support requests and projects
Professional communication skills for interacting with users at all organizational levels
Commitment to continuous improvement and staying current with technology trends
Desired
Multiple IT certifications (CompTIA A+, Network+, Microsoft, Apple, or similar)
Experience with mobile device management platforms and enterprise deployment tools
ITIL Foundation certification or knowledge of IT service management frameworks
If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.
The base salary range for this job is:
$25.20 - $40.30
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Benefits
Vision insurance
Additional Information
nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.
Provides independent second-level technical support for complex user technology needs as part of the IT Help Desk team. Independently analyzes and resolves escalated technical issues, collaborates across IT teams to solve multi-faceted problems, documents solutions for knowledge improvement, and mentors junior team members. Manages day-to-day support operations including system administration, hardware/software troubleshooting, user provisioning, and cross-functional IT projects.
Ncino · Wilmington, NC