IT Support Specialist

Please note: Zipline is 100% remote and accepts applicants from Canada and the US.

At Zipline, we’re helping put technology into the hands of those that need it most - - retail workers. If you have worked in a store, you know the drill. You’re helping customers, ringing up orders, and trying to do the 30 tasks that HQ wants you to do. That’s where we come in! We turn the grind of retail communications into an engaging, effective, "aha" solution. The Zipline platform ensures that the right people get the right information in the right way....and we need your help to do it!

Zipline is looking for an IT Support Specialist, to join our Security and Compliance team. This role will work across the organization supporting all Zipliners (that's what we call employees!) with all of their IT needs from New Hire Onboarding to Offboarding - and everything in between. You will work closely with the Operations team on operational scale initiatives, and be given the freedom and flexibility to learn and grow in the direction you choose. We are looking for someone who brings empathy, brightness, enthusiasm and patience when troubleshooting. The team is looking for someone who likes solving problems and takes pride in their ability to figure things out themselves with minimum frustration.

Sound like a fit? Read on...

What you’ll be doing (Responsibilities) 

• Providing technical support - helping other employees and troubleshooting problems with company Apple laptops and the tools we use such as Slack, Basecamp, Loom, 1Password, and Zoom during North American working hours
• Onboarding and offboarding employees - from purchasing laptops and creating accounts for new employees to suspending accounts and erasing laptops of departing Zipliners who leave
• Store, ship and deliver laptops from your home base
• Manage global machine procurement through our relationships with Apple representatives, and manage Apple e-commerce sites (US and Canada) 
• Develop and maintain a proactive and reactive replacement cadence and policy for Employee hardware.
• Working with the security and compliance team to follow the correct IT procedures to meet the requirements of our compliance audits and certifications
• Google administration and management - Create and maintain google suite departments and groups, work to ensure user efficiency and effectiveness within our internal Google environment 
• Work towards creating proactive enablement-focus IT services for all Zipliners through the creation of documentation and resources for self-help and troubleshooting for common issues
• Partner across the Operations and People and Culture Team on the integration of internal tooling to enable our scalable internal tech stack as the business grows

About you (Experience)

• Customer Service - You’re a friendly, empathetic and social person who enjoys helping others
• Troubleshooting - You have experience in technical problem solving, with proven ability to inspect and research problems, and move through diagnosis and solution effectively
• Curiosity and Autonomy - you like solving problems and take pride in your ability to figure things out by yourself with minimum frustration
• Empathy - You’re patient and understanding when working through tricky challenges with others
• Technical Skills - You have a good technical understanding and you’re enthusiastic about learning more

Employee Benefits

• Stock Options
• Paid Flexible Time Off (including time off to care for family members, as well as Sick Time)
• Paid Parental Leave Benefit
• Group Health Insurance (Medical, Vision, and Dental) with a variety of PPO & HMO plans and a flexible spending account
• 401(k) Retirement Plan
• 100% Paid Life and Long-Term Disability Insurance

The “Extras”

• Remote Work: Join a flexible, effective remote team and work where you’re comfortable- literally anywhere! We’ve had Zipliners join us from vans, RVs, sailboats, and AirBnBs around the globe.
• Computer accessories and office setup: There’s a science to being effective at home and we help you get there with the right equipment and accessories that you need.
• Company off-sites: Most years we come together (IRL!). Past retreats were held in Santa Cruz, New York, Mexico City, Puerto Vallarta, and Costa Rica.
• Education stipends: We believe in perpetual learning! If there’s a class that you want to take or a book that will help you expand your horizons, we’ll support it, as long as it fits within our team budgets.
• Coffee Stipend: To encourage breaks and a change of scenery, we provide a small stipend each month to get you out of the house and relax at your favorite coffee spot.

A note on our Flexible Time Off Policy - We don’t have a set number of “Days Off” at Zipline, and instead Zipliners request time off when and as they need it, under a Flexible Time Off Policy. Each request is then reviewed by your manager and a decision is made with all of the appropriate business considerations accounted for. Typically, we see Zipliners using 15-25 days per year, and it’s important to note that time off is not unlimited.

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal-opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Got More Time, here’s more about Zipline!

How do we work? Remotely. We have been 100% remote since the company was founded. We come together as a company every week for our Wednesday Socials, where the topic can be a classic “Standup” format, a micro-learning around burnout and mental health, followed by discussion, silly trivia…and anything in between! Some Fridays, we come together to learn from each other. One week it might be about opossum rescue. Another week it might be an update on our product roadmap or the results of our customer satisfaction survey. We are all expert Zoom navigators, and love the freedom of working from anywhere, using technology to connect.

With Zipline, retail employees feel more connected, understand the role they play in the brand’s mission, and feel good about the work they’re doing. This is important to us because retail is one of America's most populous workforces but also one of the most underserved. Through Zipline, we can touch on one in four American workers whose jobs and needs are often underrepresented.

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve how this 4.4 trillion dollar industry communicates with its store employees. Cumbersome, slow, and inefficient systems should not be the status quo. 

Help us retool retail, and Keep Today on Track