IT Support Administrator II at everseen

Everseen: A leader in vision AI solutions for the world’s leading retailers. The Role  Join our team as a IT Support Administrator II and become a key driver of our technological success. In this role, you will advance your career by maintaining, upgrading, and improving our core infrastructure. You will sharpen your diagnostic skills by resolving issues quickly, build valuable collaboration skills by supporting diverse teams, and gain experience with the full employee lifecycle through hands-on support for onboarding, offboarding, and our proprietary hardware.  What you’ll do • Ticket Management & User Support • Manage the full lifecycle of user-generated tickets using our internal Service Desk, from initial response to final resolution. • Respond to requests for technical assistance in person, via phone, chat, and email, ensuring clear communication and timely follow-up. • Identify, escalate, and redirect issues requiring urgent attention or specialized resources to ensure efficient problem resolution. • Technical Troubleshooting & Resolution • Diagnose and resolve technical hardware and software issues across various platforms, including laptops, desktops, mobile devices, and servers (Windows, Linux, MacOS, Android, iOS). • Handle all technical aspects of employee onboarding and offboarding, including account creation, hardware provisioning, and access management within Microsoft 365 and other systems. • Identify and fix local network issues to ensure stable connectivity for users. • Solution & Hardware Stack Support • Develop a deep understanding of our proprietary solution and hardware stack used in our self-checkout demo area. • Provide hands-on technical support for internal teams using the demo area, both locally and at conferences. • Manage local IT assets, including inventory tracking, deployment, and maintenance. • Proactive Support & Improvement • Help create and update training manuals and documentation for new and revised software and hardware. • Inform management of recurring problems to contribute to long-term solutions. • Prepare and deliver activity and status reports. Collaborating With • ICT Infrastructure & Security: streamline processes, manage access and approvals, and support internal operations. • All departments, including HR and the C‑suite: deliver on‑site and remote support for onboarding/offboarding and day‑to‑day hardware/software needs. • External vendors: oversee purchasing and asset management, coordinate services, and assist with server diagnostics/debugging. Profile and Skills • Proven experience in technical support or help desk role with hands-on troubleshooting experience. • Expertise in Microsoft 365 administration, particularly for user onboarding/offboarding (account management, license assignment). • Strong proficiency in managing and troubleshooting Windows 11 and macOS environments. • Basic networking knowledge and practical experience are required. • Excellent oral and written communication skills in business-fluent English. • Be based in Washington DC to attend the office. • Preferred Qualifications & Certifications • Bachelor's degree in a relevant field. • Microsoft 365 Fundamentals (MS-900) certification is preferable. • Cisco Certified Support Technician (CCST) certification is a plus. • Experience with Jamf for macOS management is a plus. • Basic Linux skills (installation, user management, server management) are considered a plus. • Analytical and Problem-Solving: Possesses strong analytical abilities to effectively troubleshoot technical issues, identify root causes, and implement lasting solutions. • Customer Focus: A passionate advocate for delivering solutions with a high level of customer satisfaction, prioritizing the user experience in every interaction. • Adaptability & Technical Curiosity: A strong desire to learn and master our proprietary hardware/software stack to effectively support internal teams in various settings. • Interest in Learning and Growth Mindset: Eagerness to explore new technologies, methodologies, and best practices to enhance skills. A results-oriented attitude with a drive to achieve objectives efficiently. • Professionalism & Teamwork: Strong attention to detail, a positive "can-do" attitude, stress tolerance, and the ability to work effectively as a collaborative team member. AboutEverseen Shrink and inefficiency cost global retailers more than a hundred billion dollars each year. But Everseen is changing that equation. We are a leader in vision AI, transforming business operations for global retailers by reducing shrink, improving operations, and delivering a better customer experience.   Supporting 11 of the top 20 global retailers, Everseen’s AI innovations help retailers save millions of dollars every month. Its flagship product, Evercheck, is deployed in 10,000 retail stores and 150,000 checkouts globally. Everseen operates at unmatched scale, processing over 15 million transactions, and more than six petabytes of video data, daily.   Trusted by major food, drug, mass, and specialty retailers around the world - including Kroger, Meijer, and Woolworths - we also partner with leading hardware, AI, and cloud computing providers such as Google, NVIDIA, NCR, and Dell.   Founded in 2007 and headquartered in Cork, Ireland, Everseen has over 700 employees globally, with a European headquarters in Cork, Ireland, a U.S. headquarters in Miami, and hubs in Romania, Serbia, India, Australia, and Spain.   We are a dedicated team of inventors, research scientists, engineers, AI experts and retail industry veterans. Our culture is built on accountability, collaboration, and high standards. We take ownership of outcomes, prioritise our customers, operate as one team, move quickly with purpose, and continually raise the bar in everything we deliver.   Our Culture Our culture is built on ownership and accountability, we own outcomes, not tasks. We stay relentlessly customer-first, letting their needs shape our priorities and decisions. We work as one team: we challenge ideas, align quickly, and commit together. We move with pace, without compromising on simplicity or quality. And every day, we raise the bar,  strengthening our talent, pushing innovation forward, and maximizing our impact.     Our Values   We OWN THE OUTCOME. No silos, no excuses.   We ARE CUSTOMER-FIRST. They guide our decisions.   We ARE ONE TEAM. Debate, decide, commit.   We MOVE WITH PACE. With simplicity and quality.   We RAISE THE BAR. On talent, innovation and impact.   Our Commitment Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.   Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.