Provide tier 1 support for all end users both remotely and in person
Diagnose and resolve technical issues including those related to macOS and Windows and Linux, audiovisual systems, office networks, peripherals, and software
Effectively collaborate with close stakeholders such as HR, and perform routine employee lifecycle-related tasks including conducting onboarding sessions for new employees globally
Draft and update detailed internal and end user facing documentation related to supported technologies and processes
Set the highest standard for quality in all service desk activities including communication with end users, technology administration, documentation, and contribution to team metrics such as those related to SLAs.
Stay current on technologies used by the company and all internal changes, and train employees on best practices

3+ years of experience supporting end users both in-person and remotely (at a SaaS company preferred)
Have supported IAM solutions such as Okta, Azure AD, OneLogin, or Ping Identity
Significant experience providing software support to Windows and macOS users
Past experience providing white glove support for C-Suite and Executives
Strong background IT support in a startup environment or at minimum SaaS tool administration in a corporate environment
Strong, practical grasp of the networking and ability to troubleshoot wireless networks and some physical infrastructure

Medical, dental and vision insurance
Home Office Setup reimbursement
Flexible Spending Accounts
Monthly Connectivity reimbursement
Employee Assistance Program (EAP)
Short
and Long-term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan (with employer match)
Flexible paid time off + 11 paid holidays
Paid leave programs, including parental, pregnancy health, medical and bereavement leave

IT Technician

Key skills