Credibly

IT Support

• Provide timely and effective technical support to end-users via phone, email, or in-person
• Troubleshoot and resolve hardware, software, and network connectivity issues
• Install, configure, and maintain desktop computers, peripherals, and software applications
• Manage user accounts, permissions, and access rights for Active Directory, Google Workspace, and AWS IAM
• Document support activities, solutions, and user guides
• Escalate complex issues to senior IT staff or specialized teams
• Assist with IT asset inventory and management
• Onboard new employees by preparing and deploying hardware (laptops, monitors, etc.) and configuring user accounts and permissions in various systems.
• Use AI-powered tools to automate responses for tickets related to common issues that users can resolve themselves using the knowledge base.
• Manage the help desk ticketing system, ensuring all tickets are logged, tracked, and updated in a timely manner.

IT Helpdesk Analyst

Engineering Manager

• Provide architecture and staffing direction for the software engineering department
• Directly lead and mentor three Software Engineering Managers
• Indirectly manage a global team of 18 engineers
• Collaborate closely with the product team and other engineering leaders
• Partner with executive leadership to influence and drive organizational design
• Recruit, interview, hire, and train new engineering staff
• Provide constructive and timely performance evaluations
• Drive the implementation of industry-leading best practices for software development
• Monitor department-wide project progress

IT Helpdesk Analyst

Director of Software Engineering