Your Role and Responsibilities:

Key responsibilities this role is expected to effectively demonstrate are:

• Provide professional IT support to our user base within the Americas region, acting as a technical resource.
• Ensure fast resolution of support tickets through constant process improvement.
• Help maintain a global hardware and software inventory ensuring on-demand capacity and supporting aggressive growth.
• Document and mature IT processes, growing the library of self-service resources for our globally remote workforce.
• Assist in automating repetitive work using cloud based enterprise tools like Google, Salesforce, Okta, JAMF, and more.

Required Professional and Technical Expertise:

• 2+ years of experience in a hands on IT role (helpdesk, IT Operations)
• Strong knowledge of the macOS operating system, including administration best practices.
• Demonstrated hands-on experience with cloud based software technologies (we use G-Suite, Salesforce, Slack, Zoom, JAMF, and Okta)
• A deep understanding of user provisioning, deprovisioning, and technical troubleshooting.
• Familiarity with user identity management, including SAML based SSO
• Familiarity with hardware troubleshooting and repair
• Basic knowledge of network troubleshooting and configuration
• Positive attitude and a team player
• Ability to adapt to new technology and processes quickly

Helpful qualifications

• Apple Certified Support Professional Certification (ACSP) or other relevant IT certifications.
• Previous experience with a globally distributed team.
• Knowledge of the following: Salesforce, G-suite, Slack, Zoom, JAMF, Okta
• Experience working in a FedRAMP compliant IT environment