IT Support Technician

About the team

As an IT Support Technician, you’ll join a diverse and skilled team dedicated to maintaining day-to-day IT operations for internal employees. We strive to provide stellar customer service while resolving software or hardware issues to the best of our ability. We work across all organizational teams and closely with engineering teams to address customer requests by troubleshooting or providing guidance through a ticketing system. As a team, we meet regularly to collaborate and ensure you have the resources needed to learn new technologies and develop professionally. The schedule for this position may vary, but we’re looking for someone open to working an 8-hour shift between the hours of 8 AM ET and 8 PM ET.

What you’ll do

• Resolve ticket requests daily for Tier 1 technical issues and escalate to higher-tier IT support when necessary
• Own communication between end users and escalation teams for higher-profile issues
• Maintain outstanding verbal communication skills with the ability to seamlessly interact with technical and non-technical colleagues at all levels of the organization
• Participate in maintenance activities on hardware, operating systems, and software applications
• Contribute to larger-scale Enterprise IT projects
• Ensure that client computers connect seamlessly with file servers, email, networked printers, VPN, virtual computing technologies, computer conferencing systems, application servers, and administrative systems
• Leverage administration tools in Google Workspace, Okta, Active Directory, and Freshservice
• Assist in the technical upgrading and maintenance of systems in coordination with other tech teams
• Support testing and deployment of new applications and systems
• Train and guide staff on best practices for hardware and software usage
• Participate in an On-Call rotation to provide after-hours support
• Create and update documentation to reflect best practices and self-service troubleshooting
• Use remote support tools to guide end users through troubleshooting steps

Who you are

• At least 1 year of experience in a technical support position
• Experience using a ticketing system
• Action-oriented and solution-driven in addressing technical issues
• Experience troubleshooting both PC & Mac technical problems through remote tools
• Provides exceptional customer service
• Able to maintain composure when working through ambiguity or high-profile issues
• Ability to follow processes and procedures, and provide feedback for improvements
• A+, Network+, and ITIL certifications are a plus
• Experience with modern IT Service Management systems is a plus
• Must have a high school diploma or equivalent

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation & Benefits

• The salary band for this position rangesfrom $50,000 - $55,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living.
• This position will be eligible for a competitive year end performance bonus & equity package.
• Full medical, dental, vision package to fit your needs
• Flexible vacation policy; work hard and take time when you need it
• Pet discount plans & retirement plan with company match (401K)
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world

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