IT Support Associate

Role Overview

• Responsible for planning, managing, and directing all aspects of equipment and software onboarding of new hires at all levels (e.g., account creation, hardware delivery, information security training, etc)
• Independently evaluates employee capabilities and needs with respect to training, researches, and provides direct training and support to employees who are unfamiliar with our core tools, core infrastructure, and hardware
• Manages all aspects of technical offboarding (e.g., account deletion, suspension, data transfer, release or return of Nava equipment) for departing employees
• Researches and recommends technical and non-technical solutions for IT challenges
• Interfaces directly with external vendors on an as-needed basis to evaluate and support the purchase of tools or licenses for tools
• Acts as the designated backup to the IT Director on necessary tasks (e.g., vendor management, strategic planning and discussion, etc) when the IT Director is unavailable
• Manage sensitive matters with a high level of confidentiality and discretion especially decisions directly impacting the global operations of the company
• Evaluates and makes determinations in order to grant software licenses to new and existing employees
• Maintains existing licenses and coordinates with Finance to procure and process invoices for software licenses
• Evaluates and recommends actions for end user problems with hardware and software licenses
• Procures new computers and other hardware for new employees, as well as longer-term employees whose hardware has issues
• Researches and recommends actions to address end user issues with hardware as they arise
• Ensures an appropriate inventory of computers, A/V equipment, and other devices that belong to Nava
• Coordinates with vendors to assist with malfunctioning devices
• Takes necessary action to wipe and assess returned devices when returned by users
• Provides onsite A/V support for Nava events
• Supports the A/V needs for teams as they conduct virtual and in-person events that can involve Nava employees or the general public
• Evaluates and troubleshoots A/V matters
• Review, evaluate, and make recommendations in connection with information technology emergency matters
• Working with the IT Director to quickly and thoroughly respond to emergencies such as lost hardware or security breaches.

Requirements

• 1+ years of experience in IT support or tech-forward customer service support
• An adaptive, empathetic, collaborative, curious, and positive mindset
• Experience with organizational software administration (G Suite)
• Experience managing basic IT, e.g. A/V setup and configuration
• Highly organized, resourceful, reliable, and detail-oriented
• Ability to work independently and autonomously within a distributed team while soliciting feedback when necessary
• Ability to think strategically around trade-offs and short term vs. long term benefits
• Excellent written and verbal communication skills.

Benefits

• Health coverage — comprehensive medical, dental, and vision plans to support your overall health needs
• Insurance coverage — Nava provides disability, life, and accidental death insurance at no cost
• Time off — vacation, holidays (including Juneteenth), and floating holidays to rest and recharge
• Company holidays — enjoy 12 paid federal holidays each year on top of your regular PTO
• Annual bonus — when Nava meets its goals, eligible employees receive a performance-based annual bonus
• Parental leave — paid time off for new parents, plus weekly meals delivered to your home
• Wellness program — full platform offering physical, mental, & emotional health resources & support tools
• Virtual care — see doctors online with no copay through UnitedHealthcare’s virtual visit program
• Sabbatical leave — earn extended unpaid leave after continuous service for personal growth or rest
• 401(k) match — Nava matches 4% of your salary to support your retirement savings plan
• Flexible work — remote-first environment with flexibility built around your schedule and responsibilities
• Home office setup — company laptop & setup assistance provided via Staples for remote work needs
• Utility support — monthly reimbursement to help offset eligible home office utility expenses
• Learning opportunities — internal training programs and resources to help grow your professional skills
• Development opportunities — LinkedIn Learning access & an annual allowance for courses, tuition, & certs
• Referral bonus — get rewarded when you refer great people who join the Nava team
• Commuter benefits — pre-tax commuter programs to support in-office travel when applicable
• Supportive culture — A collaborative and remote-friendly team environment where people genuinely care