Juniper Square

IT Helpdesk Specialist

Juniper Square

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $80,000 - $105,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AndroidCloudiOSMacOS

About the role

  • Monitor and triage IT support queues and provide timely responses adhering to service-level agreements
  • Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices; escalate as necessary
  • Conduct remote support sessions to help resolve technical issues
  • Document procedures, develop end-user instructions, and maintain an IT FAQ and knowledge base
  • Setup and decommission computers and accounts for staff onboarding and offboarding
  • Perform software installation, configuration, and troubleshooting on workstations and mobile devices
  • Provide procurement and lifecycle management of physical assets and software licenses
  • Work collaboratively on asset inventory ordering and maintain accurate counts of inventory levels
  • Manage US asset inventory and replenish stock levels as needed
  • Provide break/fix support and ship hardware replacements as needed
  • Assist with Major Incidents including sending employee communications
  • Participate in rotating on-call for after-hours/weekend support
  • Participate in projects as needed and help with security/compliance initiatives
  • Provide onsite technical support, network support (Wi-Fi, VPN), and training/guidance to employees

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
  • 3+ 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 of troubleshooting computer hardware
  • Experience with MDM solutions that manage Macs, Windows, and mobile systems
  • 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 - you will be juggling multiple troubleshooting requests in a fast-paced startup environment
  • Willingness to participate in rotating on-call for after-hours/weekend support as needed
  • Must be located in the San Francisco Bay Area and able to be in the office up to 5 days a week, as needed