About the Role
As an IT Operations Associate, you will play a dual role in ensuring the seamless operation of our company's IT infrastructure and providing top-notch service desk support. You will be instrumental in installing, configuring, monitoring, and maintaining computer systems, while also serving as the first point of contact for IT support, handling inquiries, and resolving technical issues for end-users. Your responsibilities will span across troubleshooting hardware and software faults, offering timely solutions, and contributing to our IT knowledge base. This role will provide support for our corporate events, on-site management of computer inventory, new hire onboarding, and work with teams across the organization. This role reports to the IT Service Desk Manager..
About the Team
You will join a team of technical support professionals that provide enterprise level service for our corporate teams globally. We strive to provide helpful and knowledgeable technical assistance on a daily basis. We're focused on providing a positive customer service and user experience. Also, we're obsessed with providing the best user experience possible.
What You'll Do
- Act as the primary contact for IT support within the organization, managing service desk tickets and responding to user requests in a timely manner.
- Install, configure, and update hardware and software, ensuring optimal workstation performance.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults with a focus on minimizing downtime.
- Maintain security through monitoring access and adherence to IT policies, including internet security and data privacy protocols.
- Guide and support users in the use of IT equipment and software, providing necessary training and documentation.
- Organize and perform regular maintenance and system upgrades to ensure technology infrastructure runs smoothly.
- Record and document issues and resolutions within the IT service management system, maintaining detailed logs of all IT incidents.
- Evaluate user needs and system functionality, ensuring that IT facilities meet these needs.
- Stay current with system information, changes, and updates to provide effective advice and solutions.
- Support the development and implementation of new systems and services, including user acceptance testing.
- Provide on-site and remote technical support
- Seek guidance from the team when needed
- Provide audio and video support for company events
- Create and update technical documentation
What You'll Bring
- Proven experience in IT support, with a solid foundation in both IT operations and service desk responsibilities.
- Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
- Familiarity with computer operating systems, hardware, networking, and software applications.
- Experience with IT service desk software and IT service management principles.
- Knowledge of internet security and data protection standards.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified IT Professional) are highly desirable.
- A degree in Computer Science, Information Technology, or a related field.
- Excellent communication skills, with an emphasis on providing exceptional customer service.
- Ability to manage time effectively and work under pressure to meet deadlines.
- Commitment to continuous learning and improvement in IT service delivery.
Working Conditions
- Flexibility to work varying shifts, including evenings and weekends, to accommodate business needs and support 24/7 operations.
- May involve lifting and transporting IT equipment and peripherals.
Bonus Points
- Experience with Jira Service Desk, JAMF, InTune
- Experience working in the technology industry
- Experience working in a Service Desk, Help Desk, or Call Center environment
- Microsoft Support Certification
- Apple Support Certification
- ITIL Foundations
- HDI Support Center Agent
- CompTIA A+ Certified
Similar Jobs
What We Do
Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.
Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Why Work With Us
Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
Gallery
Cloudflare Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
