Help Desk Analyst

Summary

Join Iterable as an IT Support Analyst and become a key member of the team, managing daily support, leading projects, and providing exceptional customer service. You will conduct training sessions, maintain internal documentation, and set the standard for IT Operations support. This role offers opportunities for growth and development within a company that values a growth mindset. The position involves supporting endpoint management platforms, providing in-person and remote support, integrating applications, conducting audits, and ensuring efficient hardware and software management. You will also coordinate special projects, system upgrades, and provide technical guidance to team members. Iterable is committed to building a diverse and inclusive workplace.

Requirements

• Have experience with Okta (Identity Access Management)
• Demonstrate experience with administrative tools and privileges in Zoom, Slack, Gmail and Chrome
• Familiar with user access audits, reviewing SOC2 and/or ISO27001 controls
• Have some technical background and/or hands-on experience with networking, including an understanding of routers, switches, WiFi, etc
• Embody customer service and communication skills
• Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail

Responsibilities

• Support and manage endpoint management platforms ensuring positive experience for customers and alignment with security guidelines
• Provide in person support in the SF office supporting Iterators and executive leadership onsites
• Support in office and offsite SFO company events that require IT support and setup
• Integrate applications to our idp as new vendors get onboarded (Okta)
• Conduct monthly, quarterly and annual audits to ensure efficient hardware and software management
• Meet user expectations and meet user expectations for great service and uphold our two hour response SLA
• Provide day to day support to our customers, ensuring positive customer service
• Provide in office support to ensure a healthy, functioning office for employees to enjoy and work from
• Coordinate special projects and system upgrades
• Provide technical support and guidance to team members

Preferred Qualifications

• Coding Experience (Git, Github, Python, Bash)
• Experience with JAMF and Intune
• Okta Administration Certification
• ACMT & ACIT Certified

Benefits

• Medical
• Dental
• Vision
• Financial
• Generous stipends for health & fitness and learning & development