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Job Description
ActionCOACH is the world's leading business coaching franchise, operating in 80+ countries. Currently, ActionCOACH has an opportunity for a Part Time I.T. Support Specialist to support the Global office in Las Vegas, NV day-to-day operations. If you prefer to work at a high level, full-time, and strategic role this is not the role for you. This is role in hands-on, face-face, located at the Global Office and supporting ActioinCOACH community via the ticket system. Why This Role Exists We need a part-time person to be on-site and to provide hands on services, managing office network, server room and current electronics equipment inventory allocated to I.T. Department.
This role exists to:
We need an In-person I.T. support for the home office in Las Vegas, and backup on a global community support for ActionCOACH systems (theCOM, ABoS, theHOW, theHUB (sharepoint). Hands on desktop support at the Home Office. Maintain & Manage equipment and server room at Home Office You are the bridge between Global and Home Office center. What You'll Be Responsible For Local and Global I.T. Support Ensure timely and accurate response to client's inquiries from the actionCOACH community. Record, track and update all customer requests into our Support Portal. Identify, diagnose, and troubleshooting IT system, server, network (routers, firewalls), and hardware (printer, docking station, monitor, etc) issues. Maintain all equipment related to I.T. department; order new equipment and or red tag any equipment not working properly. Support offboarding by ensuring all equipment is collected, saved data, restored, and ready for next user. Ability to communicate with MS Teams and Zoom on friendly, positive, and professional level. Support onboarding by ensuring we have all equipment needed, preparing accounts and devices. Create and maintain IT knowledge base for any tips and tricks that the team can share. Assist the Team in any IT project KPIs You'll Own (FCR) First contact Resolution rate Mean Time to Resolve (MTTR Customer Satisfaction (CSAT) Backlog of Tickets Who This Role Is For Have a proven track record in Desktop Support in I.T. Can work Par-Time 5 hours per day 5 days a week (less than 30 hours per week) and or 3 days per week. Someone genuinely enjoys helping people solve technical problems and takes pride in delivering great support experience. You are a proactive IT professional who can balance technical expertise with strong customer service skills. Care about impact, not just transactions Take ownership of issues and work to resolve them on the first contact whenever possible. Are comfortable supporting a wide range of technologies, including Microsoft 365, Active Directory, networking, mobile devices, hardware, and software. Can communicate technical concepts clearly to non-technical users. This Role Is NOT For You If You… You prefer working behind the scenes and having little interest in helping end-users solve technology problems. Avoid commercial accountability You become frustrated when people ask basic technology questions or need additional support. You are uncomfortable communicating with employees, clients, and executives at all levels of the organization. You are not detail-oriented and do not consistently follow security procedures, documentation standards, and established IT policies You dislike documenting your work, maintaining tickets, or following IT service management processes. Your Background 2-3 years of experience in an IT Support, Service Desk, Help Desk, Desktop Support, or Systems Support role. Experience supporting users in a professional business environment, both remotely and in person. Experience supporting users in a professional business environment, both remotely and in person. Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, routing, and switching concepts. Familiarity with ticketing and IT service management Experience with employees onboarding and offboarding, including account provisioning, equipment deployment, and access management.
Bonus Points For:
CompTIA A+, Network+, Security+, or ITIL certifications. Microsoft certifications related to Microsoft 365, SharePoint, or Modern Workplace Administration. Experience supporting hybrid or global workforces. Exposure to cybersecurity best practices, endpoint management, or identity and access management. Experience maintaining IT asset inventories and technology lifecycle management. Participation in IT projects involving Microsoft 365 migrations, SharePoint implementations, or infrastructure upgrades.
Physical & Mental Demands and Working Conditions:
Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be able to remain in a stationary position at least 50% of time. Must occasionally move about inside the office to access file cabinets, office machinery, etc. Frequently communicates with co-workers and clients, co-workers and visitors in person and over the telephone to answer questions and provide assistance. Must be able to articulate concepts and ideas in a clear, concise and accurate manner. Must have the ability to assess problems and provide solutions and use good judgment. Occasionally will need to reach with hands and arms, lift up to 25 pounds, climb/balance, stoop/kneel/crouch/crawl and push/pull file cabinet drawers. Must be able to identify and assess information on computer screens and written reports and documentation and record accurate written and electronic messages and reports. Requires the ability to distinguish letters or symbols and eye/hand coordination. Position requires occasional (20%) travel within the local area, traveling to office and business locations to conduct business transactions. This involves exposure to weather conditions, traveling distances to and from buildings, and operating a vehicle. Ability to Comply to the Company Drug and Alcohol Policy as a requirement of a position that could adversely affect the safety of others.
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Job Type:
Part-Time Education:
High School Diploma, or equivalent to job experience
Location:
Las Vegas, NV (Required) Ability to
Commute:
Las Vegas, NV (Required)
Work Location:
In person How to
Apply:
Send a copy of your current Resume and Cover Letter addressing your suitability and experience to the role.
