Senior IT Helpdesk Specialist
27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and EnglandFull-TimeSenior
Salary104000 - 130000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- AndroidJiraMS OfficeGoogle WorkspaceSlackiOS
Requirements
- Bachelor's degree (technical field is a plus, but not necessary)
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users
- Excellent organizational skills and ability to manage multiple tasks
- 4+ years of IT technical experience in a service desk environment
- Strong knowledge of macOS, Windows, iOS, and Android operating systems
- Strong knowledge of Google Workspace, Okta, Atlassian, Slack, Zoom, MS Office, telephony, and other common desktop applications
- Experience troubleshooting computer hardware
- Experience with MDM solutions that manage Macs, Windows, and mobile devices
- Experience with IT ticketing systems (e.g., Jira)
- Experience troubleshooting remote access VPN solutions, and network related issues
- Familiarity with Office365 is a plus
- Knowledge of IT security protocols, and cloud-based services
- Flexibility and adaptability - juggling multiple troubleshooting requests in a fast-paced startup environment
Responsibilities
- Monitor and triage IT support queues, investigate and resolve software, hardware, and networking problems, ranging from routine to more complex and escalate as needed
- Provide timely responses to all issues, including updates on status and adhere to service-level agreements. Conduct remote support sessions to help resolve technical issues
- Guide employees on basic IT principles and procedures. Educate them with easy to understand troubleshooting steps, including proper use of software tools, security best practices, and self service fixes
- Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using our IT ticketing system
- Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base
- Install, configure, and maintain laptop devices, printers, and company software applications for end-users. Ensure all equipment software is up-to-date. Setup and decommission computers and accounts for staff onboarding and offboarding requests when needed
- Provide assistance with network connectivity issues; including Wi-Fi, VPN, etc
- Ensure day one is smooth for new hires by helping with the set up of new devices, accounts, and access permissions
- Participate in rotating on-call for after-hours/weekend support as needed
- Monitor software licenses and renewals that fall under your purview
- Provide procurement and lifecycle management by maintaining and tracking hardware and software inventories, issuing new equipment, managing returns or repairs, and monitoring stock levels. Provide break/fix support and ship hardware replacements as needed
- Assist with IT Projects as needed
- Assist with Major Incidents as required, including gathering evidence, conducting remediation tasks, and sending employee communications
- Approach each support interaction with security being top of mind, ensuring users are following security policies, and provide support during audits and security assessments. Help with security/compliance initiatives as needed
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