IT Support Technician

As an IT Support Technician at Lightmatter, you will be responsible for providing technical support for Macs and Windows PCs, managing conference room AV equipment, troubleshooting various devices, onboarding and offboarding training, and educating users on technology best practices. Your role is vital for ensuring a smooth operational experience for our internal customers in the fast-paced world of AI data centers.

To qualify for the IT Support Technician position at Lightmatter, you should have at least 2 years of experience in a dynamic IT support environment, experience with supporting both Mac and Windows systems, and a basic understanding of networking concepts. Familiarity with tools like Google Workspace and Slack is also advantageous. A passion for customer service and strong communication skills are essential for success.

At Lightmatter, the work culture for an IT Support Technician is vibrant and collaborative. You will be part of a team that prides itself on innovation and excels in a startup environment. Multitasking, prioritizing tasks effectively, and possessing excellent customer service skills will help you thrive as you contribute to our mission of pioneering AI data center technology.

In the role of IT Support Technician at Lightmatter, you will troubleshoot a variety of technical issues including laptops, desktops, mobile devices, printers, as well as conference room AV equipment and basic networking connectivity. Your technical support will be crucial in ensuring our team's productivity and satisfaction.

As an IT Support Technician at Lightmatter, you can expect a competitive compensation package, comprehensive health care plans, a retirement savings matching program, generous time off, paid family leave, and opportunities for training and development. We also offer a flexible workplace model and equity grants as part of our commitment to employee satisfaction and development.

In prioritizing tasks, I would first assess the urgency and impact of each issue. For example, if a user is unable to access critical software that impacts their work, I would address that immediately. I'm also sure to communicate with users about estimated timeframes, ensuring they feel supported through the process.

Yes, in a previous role, I encountered a critical server failure affecting multiple users. I quickly diagnosed the issue by checking system logs, collaborated with a senior technician for additional insights, and communicated updates to affected users, ultimately restoring service within the hour. This experience taught me the importance of teamwork and clear communication under pressure.

I actively follow tech blogs, attend webinars, and participate in online forums to keep my skills current. I also seek out opportunities for professional development, such as certifications, which help me stay informed about emerging technologies, particularly in the areas relevant to my work at Lightmatter.

First, I would verify the network configuration settings on the device. Next, I would check if other devices can connect to the same network to determine if the issue is isolated. I would also reboot the device and the router as a basic troubleshooting step. If the issue persists, I would escalate it to the network team with all relevant data I’ve gathered.

For onboarding, I would provide a comprehensive tech orientation session that covers essential tools and practices, ensuring new users feel confident. Hands-on training combined with easy-to-understand documentation would be provided to facilitate a smooth transition into our technical setup at Lightmatter.

I have experience with various tools including ticketing systems like Zendesk, remote desktop support software like TeamViewer, and collaboration tools such as Google Workspace and Slack. My familiarity with these tools enables me to provide prompt and effective support to users.

My customer service philosophy revolves around empathy and active listening. I believe each user’s issue is unique and deserves full attention. My goal is always to provide solutions in a friendly and supportive manner and ensure the user feels valued and understood throughout the technical support process.

I’d document the troubleshooting process in a clear, step-by-step manner within our internal knowledge base. This allows colleagues to reference common issues and solutions, promoting efficiency. I also encourage feedback from team members to continuously improve our documentation and adapt it to user needs.

Teamwork is crucial in IT support. Solving complex issues often requires collaboration with colleagues who have different expertise. By sharing knowledge and supporting one another, we can resolve user problems more effectively and create a positive environment that fosters growth and innovation.

One of the most challenging aspects can be managing user expectations, especially in high-pressure scenarios. It’s important to stay calm, effectively communicate challenges, and provide updates on resolution times. Balancing technical proficiency with strong interpersonal skills is key to overcoming such challenges.