Troubleshoot & Resolve User Issues: 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
Training & Guidance: 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
Document IT Issues & Solutions: Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using our IT ticketing system
Knowledge Management: Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base
Hardware & Software Setup: 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
Network Support: Provide assistance with network connectivity issues; including Wi-Fi, VPN, etc
Assist with IT Onboarding: 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
Software Maintenance: Monitor software licenses and renewals that fall under your purview
Monitor & Maintain IT Equipment Inventory: 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: Help or own IT projects as needed
Assist with Major Incidents as required, including gathering evidence, conducting remediation tasks, and sending employee communications
Maintain IT Security Standards: 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

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 - you will be juggling multiple troubleshooting requests in a fast-paced startup environment

Benefits

Health, dental, and vision care for you and your family
Life insurance
Mental wellness coverage
Fertility and growing family support
Flex Time Off in addition to company paid holidays
Paid family leave, medical leave, and bereavement leave policies
Retirement saving plans
Allowance to customize your work and technology setup at home
Annual professional development stipend

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingnetworkinghardware setupsoftware installationIT ticketing systemsMDM solutionsremote access VPNIT security protocolscloud-based servicesservice desk experience

Soft Skills

customer servicecommunicationorganizational skillsflexibilityadaptability

Certifications

Bachelor's degree