Foundry is hiring a

Web3 End User Computing - Lead

DESCRIPTION: The End User Computing - Lead is an exciting opportunity for a motivated and passionate individual to join the team at Foundry, a subsidiary of the blockchain industry’s most prolific and active investor, Digital Currency Group. Reporting to the Director of Network Operations, the End User Computing - Lead will be responsible for the end user computer setup in conjunction with service management and technical delivery of work across the areas of Office 365 Suite, SharePoint Online, OneDrive and many more collaboration tools.

This is a rare invitation to join a small, highly professional entrepreneurial group, with the backing of the most established player in the fast-growing crypto space.

PRIMARY RESPONSIBILITIES: The End User Support Lead will be a member of the End User Computing team. This role will focus on the end user experience through technical on-site and remote computer support. This is a unique opportunity to leverage collaboration tools and provide support to the entire organization across multiple locations while also helping the team grow.

WHAT YOU WILL DO:

• Responsible for computer installation, computer upgrades, user configuration, monitoring, system tuning, troubleshooting, and capacity planning.
• Maintain asset management for desktop, laptops, and end user peripherals.
• Establish technical service standards and promote adherence to compliance.
• Provide incident resolutions and root cause analysis (RCA).
• Maintain incident and service level metrics, trend reports, and systems availability statistics; participate in disaster recovery and business continuity exercises.
• Interface with customer representatives for ongoing service engagement, discussion on service levels, incident follow ups, and new opportunities.
• Maintain a positive working environment; ensure department policies and procedures are adhered to; act as a single point of contact for key stakeholders regarding IT issues, queries, and reporting.

Minimum Qualifications; Knowledge, Skills and Abilities:

• 5-7 of years of experience in desktop support
• In-depth knowledge of Linux, Mac OS and Windows operating systems
• Computer networking knowledge
• Office 365 administration experience
• Understanding of Desktop and Server hardware configurations
• Strong customer service skills
• Prior experience in acting as technical resource and handling escalations
• Strong communication and problem-solving skills, working with both technical and non-technical partners

Preferred Qualifications; Knowledge, Skills and Abilities:

• Bachelor’s degree in Computer Science
• Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.
• Ability to verbally communicate complex concepts, address sensitive situations, resolve conflicts, negotiate, and motivate.

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