IT Support Technician 1

About the team

As an IT Support Technician, you’ll join a diverse and skilled team who help maintain day to day IT operations for internal employees. We strive to provide stellar customer service, while resolving software or hardware issues to the best of our ability. We work across all organizational teams and closely with engineering teams to address customer requests by troubleshooting or providing guidance through a ticketing system. As a team we meet regularly to collaborate and ensure you have the resources needed to learn new technologies and to develop. The schedule for this position may vary, but we're looking for someone open to start work by 8am ET.

What you’ll do

• Resolve tickets requests daily for tier 1 technical issues and provide information to higher tier IT support if needed
• Own communication between end users and escalation teams for higher profile issues
• Maintain outstanding verbal communication skills with the ability to communicate seamlessly with technical and non-technical colleagues at all levels in the organization
• Participate in maintenance activities on hardware, operating systems, and software applications
• Participate in larger scale Enterprise IT projects
• Ensure that client computers connect seamlessly with file servers, email, networked printers, VPN, virtual computing technologies, computer conferencing systems, application servers, and administrative systems
• Leverage administration tools in Google Workspace, Okta, Active Directory, and Freshservice
• Assist in technical upgrading and maintenance of systems in coordination with other tech teams
• Support testing and deployment of new applications and systems
• Train and guide staff in best practices for hardware and software usage
• Participate in an On-Call rotation to provide support to users during after hours
• Create and update documentation to reflect best practices and self service troubleshooting
• Use remote support tools to guide end users through troubleshooting steps

Who you are

• At least 1 year of experience in a technical support position
• Must have experience using a ticketing system
• Action-oriented and solution driven towards technical issues
• Experience with troubleshooting both PC Mac technical problems through remote tools
• Provides exceptional customer service
• Able to maintain composure when working through ambiguity or high profile issues
• Ability to follow process and procedures and provide feedback on improvements
• A+, Network+, and ITIL certifications a plus
• Experience with modern IT Service Management systems a plus
• Must have your high school diploma or equivalent

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation Benefits

• The salary band for this position ranges$50,000 - $55,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living.
• This position will be eligible for a competitive year end performance bonus equity package.
• Full medical, dental, vision package to fit your needs
• Flexible vacation policy; work hard and take time when you need it
• Pet discount plans retirement plan with company match (401K)
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world