Helpdesk Administrator

Summary

Join Huntress, a fully remote cybersecurity company, as a Helpdesk Administrator and provide world-class IT support to employees across five countries. You will be responsible for diagnosing and resolving technical issues, managing helpdesk tickets, maintaining IT documentation, and ensuring optimal system performance. This role requires strong troubleshooting skills, a solid understanding of security best practices, and excellent communication abilities. You will work closely with other IT team members on complex issues and projects, while also adhering to established security policies and procedures. This position offers a competitive salary, generous benefits, and opportunities for professional development.

Requirements

• Must be located in the Pacific time zone and willing to work a rotating schedule as you’ll also be providing IT support for our Australian employees
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently
• Solid understanding of security best practices for corporate environments
• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical individuals
• Effective time management and organizational skills, with the ability to prioritize tasks and manage multiple tickets simultaneously
• Foundational knowledge of Windows 10/11 and macOS operating systems
• Experience with Google Workspace (formerly G Suite)
• Basic understanding of IT security principles and practices. Awareness of common security threats and the importance of adhering to security policies
• Values and consistently applies established IT procedures, ensuring effective and standardized support delivery
• Comfortable navigating a fully remote work environment and willing to quickly learn and utilize remote communication, collaboration, and support tools
• Actively seeks and values contributions from team members, fostering a cooperative environment
• Technical expertise gained through education, certifications (like CompTIA A+), or work experience

Responsibilities

• Utilize remote support tools to diagnose, troubleshoot, and resolve technical issues faced by employees
• Monitor, respond to, and manage helpdesk tickets to ensure timely resolution of issues
• Address and resolve hardware malfunctions and software issues, ensuring minimal downtime for employees
• Assess employee issues and properly escalate tickets as needed
• Maintain and update IT documentation, including end-user guides, troubleshooting guides, and system documentation
• Work closely with other IT team members on complex issues, projects, or IT initiatives
• Be an active team member by sharing knowledge and contributing to team discussions
• Keep track of IT assets, software licenses, and equipment warranties. Recommend replacements or upgrades as necessary
• Adhere to established security policies and procedures, ensuring all actions align with best practices. Remain vigilant to potential security risks, reinforcing the importance of security measures within the scope of helpdesk operations

Benefits

• 100% remote work environment - since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance
• 75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching, personal, and professional growth