IT Specialist I

Articulate is looking for an IT Specialist I to join our amazing team.

The Articulate IT Specialist provides front-line support for all Articulate employees, helping our fully remote staff identify hardware problems, solve software issues, and gain access to corporate cloud systems. Daily responsibilities may include monitoring Slack channels and Jira for requests, contacting employees via Zoom or Slack to troubleshoot problems, or other project work. This position will need to work 8am-5pm either MT or PT time zone.

The Articulate IT Services team is similar to many support organizations in that we are a central hub for the company, interacting with every person on every team. As such, we're personable, supportive, empathetic, and responsive. We love helping people, and you should, too.

What you'll do:

• Respond to employee helpdesk requests:
• Troubleshooting
• Explaining issues and solutions in plain language
• Suggesting workarounds or alternatives
• Onboarding new employees:
• Setting up accounts
• Procuring hardware
• Communicating with other departments to ensure our latest hires have all the access they need on day one
• Work on various projects - for example: software & hardware audits, new software testing & deployment, aligning employee groups across different software packages
• When necessary, escalate incidents to other experts on the team for resolution
• Ordering new & replacement equipment for existing employees
• Communicating IT policies to Articulate employees
• Create internal (team-only) and employee-facing documentation, including knowledgebase articles
• House, manage, and ship out loaner machines in support of Articulate employees

What you should have:

• Excellent communicator
• 2-4 years IT support experience
• Basic Agile understanding
• Experience using service desk/ticketing software to receive/respond to requests
• Experience troubleshooting Macs and Windows
• Understanding of Information Security fundamentals - Phishing defense, passwords, VPN use on public networks
• Varying degrees of experience with Google Workspace Administration, Gmail & Google Docs, Jira, Slack, Okta SSO, Zoom

About us

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here. 

Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at [email protected]. 

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