IT Help Desk Technician
About Route
Route is helping people discover and celebrate the world's brands through a completely reimagined e-commerce marketplace that directly connects and empowers both consumers and brands. Route’s unique platform takes a holistic approach to online shopping, rethinking the consumer experience from discovery to delivery via the Route app, while offering a suite of features that provides merchants the tools necessary to enhance the overlooked post-purchase experience. Since launching in 2018, Route has built a network of over 1.5 million app users and 7,000 merchants. The company has offices in Lehi, UT and Los Angeles, CA. For more information go to route.com
About the Role:
Route is looking for an IT Help Desk Technician to join our platform team as a champion and expert in general systems, networking, and advanced help desk tasks. As part of a team that seeks to empower technology professionals to regularly deliver customer value, this role will support and build solutions that ensure maximum uptime for our critical systems. This role will be a key player in the overall administration and troubleshooting of our core technology devices and systems at Route.
The Help Desk Technician will have the opportunity to grow their skills and experience in multiple areas while enjoying the opportunity to work with cutting edge technologies. We seek to hire the best and have a team of highly competent professionals who love to collaborate toward and creatively solve problems together. We need a team member who is passionate about championing technology and finding innovative solutions. They must be willing to own requests and see solutions are fully found and implemented. We are a startup and things shift and move quickly. This role will require the ability to understand, manage, and communicate technology issues, and solutions, as we grow and evolve.
Your Participation
- Serve as the first point of contact for local and remote teammates requiring technical assistance
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Ability to patiently walk the customer through the problem-solving process
- Assist with all computer, application, and technology related requests in a positive, upbeat and timely manner
- Actively manage Jira Service Desk ticketing queue within service level targets while documenting details of each request
- Work to achieve first-touch resolution for all issues
- Provide day-to-day support of user devices including MacBooks, monitors, mice, keyboards, printers, and other technologies
- Experience with our EDM/MDM solution (Jamf) to manage, deploy and secure MacOS solutions
- Maintain, administer and manage Zoom conference rooms and other AV related technologies.
- Create and update internal articles and documentation
- Ensure that employees adhere to proper computer use, security, and privacy policies
- Coordinate resolution of requests and tickets with complete ownership from beginning to end
- Assist with onboarding and offboarding requirements
- Maintain and organize our technology inventory
Qualifications
- Minimum requirements: High School Diploma with 1+ years' work-related experience. BS/BA in IT, Computer Science or relevant field strongly preferred
- Google Workspace (G-Suite) administration experience strongly preferred
- Experience and knowledge troubleshooting MacOS operating systems required
- Experience with Jira Service Desk ticketing system preferred
- Experience with EDM/MDM technologies (JAMF) preferred
- Tech-savvy with a thorough knowledge of general IT systems and components, computer software/hardware, and network applications
- Enthusiastic eagerness to learn current and new IT technologies and their applications
- Knowledge and experience with TCP/IP principles, wireless, and network troubleshooting
- Experience with Zoom room hardware and software maintenance and troubleshooting
- Ability to work in the office, full-time, during normal business hours.
- Provide on-call support and after-hours availability as business needs require
- Ability to lift 40+ lbs
- Certifications including entry-level networking strongly preferred
- Strong problem-solving and critical thinking mindset
- Customer-oriented and cool-tempered
- Proficiency in English with excellent written and verbal communication and presentation skills required
- Strong work ethic, attention to detail, and proven track record
- Self starter, motivated with the ability to work independently
- Positive outlook with the ability to work well in a team-based, fast paced environment
Benefits:
Route offers an array of benefits including generous salaries, stock options, 100% healthcare coverage, and an unlimited PTO policy.
Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.