Support a culture of safety, security, and compliance in all aspects of IT Operations activities.
Support enterprise applications across the Pacvue brands (Okta, Slack Enterprise, M365, Atlassian Suite, GitHub, etc)
Support users in a remote environment
Tier 1 triage and resolution of IT application and hardware issues; act as an escalation point to higher tier support as needed, in 24/7 environment
Tier 1 execution of IT application moves, adds, and changes (MAC) within given procedures and approval processes
Walk end users through the problem-solving process in a friendly, helpful, and positive way and follow up to ensure the issue has been resolved
Work cross-functionally to aid in successful office experience changes such as hardware and software installations, maintenance, and network troubleshooting
Troubleshoot printing and wireless connectivity

Requirements

Experience supporting a hosted IT stack: Okta, M365 cloud environment, Atlassian Jira/Confluence, Slack, Zoom, and MDM solutions (Intune, JAMF, Kandji)
Experience supporting MacOS & Windows 11, OS installation, configuration and patching
Ability to complete assigned tasks on a routine basis, meet resolution SLAs and KPIs
Ability to manage multiple tasks, requests and responsibilities and prioritize appropriately
Ability and desire to learn new hardware and software and put in the work to do so quickly
Proven ability to meet deadlines, multi-task, and work independently
2+ years IT service desk experience
Shift work required, with prioritization of US working hours.

Benefits

Work From Home
Annual contractor bonuses every December and a comprehensive benefits package include HMO for the contractor and immediate family (spouse and children) after three months
Sick leave and paid time off after three months
Maternity/Paternity leave (applicable after six months)
Internal training
Opportunities for personal and professional growth within a supportive team environment.

Applicant Tracking System Keywords

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

Hard Skills & Tools

IT application supportMacOS supportWindows 11 supportOS installationconfigurationpatchingtroubleshootingIT service desk experienceapplication moves, adds, and changes (MAC)24/7 support

Soft Skills

problem-solvingcommunicationmulti-taskingprioritizationindependencedeadline managementcustomer serviceadaptabilityteam collaborationpositive attitude