Senior IT Support Rep

Job Description

We’re looking for a Senior IT Support Specialist to join Procore’s DTS Org. In this role, you will provide world-class service to our colleagues across all Procore locations. You’ll drive employee productivity by equipping and supporting our company’s technology and IT Operations.

As an IT Support Specialist you’ll partner with our IT systems and IT engineering team to resolve issues, answer questions, provide laptop support, provision new computers, and assist with company-wide IT initiatives. Successful candidates are eager to learn, share knowledge, self manage and execute on our incident handling processes to keep our IT services running optimally for our users. Solid technical, analytical, and troubleshooting skills are required to thrive in our hyper-growth SaaS environment.

This position reports into Jen Vaccaro, Sr Manager of IT Support and will be based in our Austin office. This is an in-office position, not remote or flex. We’re looking for someone to join us immediately.

What you’ll do:

• Manages own queue of tickets according to SLAs and agreed procedures.

• Be a point of technical escalation for the EUS team.

• Perform tasks related to the day-to-day operations of several large implemented enterprise business systems, including operation, training, troubleshooting, diagnosing and supporting these systems (Google Workplace, Windows, Mac OS, Slack, etc.).

• Supports office events by providing and supporting AV technical solutions.

• Actively transfers knowledge throughout the organization, participates in knowledge sharing projects to develop best practices, conducts technology/application deep dive sessions, training and mentors junior staff and new hires. 

• Continuously strives to improve our service offering for end users, assisting with improvement and education in a specialized focus area that shifts quarterly.

What we’re looking for:

• Minimum of 5 years experience in an IT support role in a corporate environment.

• Proficient in Windows, Linux, and Mac OS.

• Experience with scripting and automation tools.

• Hands-on experience with IT systems such as Active Directory, Okta, Microsoft 365, Google Workspace, Zoom, Slack, and related technologies with an understanding of computer networks (LAN/WAN/wireless/VPN).

• Strong customer service attitude and a genuine desire to help others.

• The ability to collaborate cross departmentally to help identify trends and areas of potential improvement in IT services offered to the business.

• Associate’s or Bachelor’s Degree in Computer Science, MIS, IT or related discipline or equivalent experience.

• Thoughtful communicator with excellent verbal and written communication skills.

• Must be able to lift at least 25 lbs and read a 24” monitor at a resolution of 1920x1080.

Qualifications