Help Desk Technician

The Role You Will Have:

• Ensure prompt resolution of user requests, incidents and interactions 
• Serve as initial point for all requests and incidents and escalate as needed 
• Provide remote and/or in person assistance in hybrid work environment 
• Review ticket trends and assist in finding solutions to automate or improve upon SLA commitments 
• Provide assistance concerning the use of computer hardware and software, including printing, installation, repairs, e-mail and operating systems 
• Provide assistance with creating and administrating accounts in SaaS infrastructure 
• Perform network troubleshooting to isolate and diagnose common network problems 
• Maintain communication with internal team during the problem resolution process 
• Assist in keeping track of inventory and making sure all assets and licenses are accounted for 
• Responsible for documenting the case notes and technical documentation for future reference 
• Troubleshooting problems related to LAN and WAN

You'll love this job if you're:

• A confident, dynamic team player. You’ll build strong relationships throughout the organization. You are the face of the Help Desk team. 
• Effective at working on multiple projects simultaneously in a fast-paced environment, and able to effectively keep stakeholders up-to-date. 
• A self-starter who can work both independently and efficiently. 
• Driven by problem solving and troubleshooting. 
• Flexible. You can change direction quickly and easily adapt to curveballs.

What You Will Bring:

• 1-3 years in a corporate IT Helpdesk role
• Provide in office support Monday - Friday, 9am - 5pm 
• Experience or some knowledge with Mac and Windows management in an enterprise environment using Okta, Google Workspace, Slack, Atlassian Suite( JIRA Software, Confluence),  MDM (N-Able, Addigy), AWS (Amazon Web Services) or equivalent tools. 
• Experience using remote support tools: ConnectWise or equivalent tools 
• Experience or some knowledge with AV solutions and integrations: Google Meet, Zoom Rooms or equivalent tools
• Experience or some knowledge with hybrid environments (Cloud, On-Premise, SaaS) 
• Experience or some knowledge with processes including ITIL, Documentation, Change Management and Ticket Management
• Experience or some knowledge with relevant IT technology: VPN, DNS, DHCP
• Ability to be both highly organized with attention to detail but also able to think big picture strategy 
• Natural tendency to focus on scalable long-term solutions 
• Ability to be available during off business hours (within reason)

What We Have To Offer

• Competitive salary + bonus + equity
• Generous PTO + 11 company holidays
• Open sick time
• 100% covered Medical, Dental, Vision for employees
• 401k with match
• Health & Dependent Care Flex Spending Account 
• Paid professional development
• Leadership & growth opportunities
• Virtual company and team building events