IT Service Desk Specialist

AppsFlyer helps brands make good choices for their business and their customers with its advanced measurement, data analytics, deep linking, engagement, fraud protection, data clean room and privacy-preserving technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences, AppsFlyer empowers thousands of creators and 10,000+ technology partners to create better, more meaningful customer relationships.

We're looking for an IT Service Desk Specialist! In this role, you will play a pivotal role in maintaining the seamless operation of our IT services. You will provide essential technical assistance to end-users, diagnose and resolve hardware & software issues, and support IT infrastructure. You will partner closely with the IT team in HQ to maintain and improve systems and ensure the team has the resources to work effectively!

What you’ll do:

• Deliver expedient technical support globally, focusing on the NA and LATAM regions
• Efficiently manage and respond to service requests via our ticketing system (JIRA)
• Set up and configure new team member workstations, hardware, and software
• Administer user accounts and permissions through Okta and other systems
• Document support processes, incidents, and resolutions accurately
• Work with senior IT staff to escalate and resolve complex issues
• Ensure compliance with company IT policies and security standards
• Conduct installation, configuration, and troubleshooting of end-user devices, software, and hardware
• Address Tier 1 network and connectivity issues within office environments
• Support the IT aspects of team member onboarding and offboarding procedures
• Offer technical assistance for video conferencing, audio/visual equipment, and organizational events
• Keep IT inventory records precise and current, assuring asset management accuracy
• Participate in projects aimed at improving IT services and infrastructure

What you have:

• 1+ years of proven experience in an IT Support or Help Desk position
• Demonstrated ability to diagnose and resolve technical issues effectively
• A highly customer-centric mindset with experience in delivering excellent service
• Hands-on experience with macOS and Windows OS environments and strong problem-solving capabilities
• Familiarity with Okta, remote access tools, and basic networking
• Self-motivation with the capacity to operate autonomously while adhering to guidelines and best practices
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly
• This is in-person position, Monday - Friday from 8am - 5pm PT

Bonus Points:

• Certifications: CompTIA A+, ITIL, and Microsoft 
• AWS, Azure, Automation tools, AI Prompt engineering, and Coding experience
• Familiarity with G-Suite, Okta, Slack, and Intune/Kandji 

For our SF-based candidates, the expected On Target Earnings (OTE) are between $100,000 and $120,000 (including bonus or commission). The offer varies on many factors including market location, job-related knowledge, skills, experience, interview results, references, etc.

As a global company operating from 25 offices across 19 countries, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners.

“As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In.” Oren Kaniel, CEO