IT Support / HelpDesk Engineer (Telecommute / Remote)
About the Role
As a member of the IT Operations team, the IT Support Engineer will primarily work on resolving technology issues submitted by the organization.
This includes but is not limited to supporting a variety of different applications in our tech stack, completing quarterly access reviews, building documentation and training materials, and working with departmental leaders across the organization to surface and resolve technological challenges.
The ideal candidate will be proactive, customer-oriented, detail-oriented, and comfortable in a fast-paced environment. Your primary working hours will be Monday through Friday, - PM local time, but you will be on-call to support clinicians with urgent requests.
Responsibilities :
- Provide timely and effective solutions to issues reported by end-users through various channels, including our ticketing system, Slack, email, and in-person.
- Administer and troubleshoot all internal software systems and processes.
- Identify and surface root causes and potential solutions for technical problems.
- Collaborate with other team members to resolve complex issues.
- Maintain accurate and up-to-date documentation of IT systems, procedures, and configurations for internal IT use.
- Create user guides and documentation to educate end-users.
Requirements :
- years' experience in a Support / Helpdesk role or comparable relevant work experience Technical proficiency with both macOS and Windows operating systems
- Technical proficiency with our primary tech stack : Okta, Google Workspace, Slack, Zoom, Dropbox, Atlassian (especially Jira Service Desk & Confluence) Other applications in our tech stack are a plus : Elation, Microsoft , Adobe, DocuSign, Five, Greenhouse, Tableau, Gong, KnowBe
- Familiarity with networking concepts and protocols
- Exceptional communication, interpersonal, listening, and problem-solving skills
- Ability to prioritize various responsibilities and multitask when needed
- Meticulous attention to detail
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