IT Associate

Summary

Join Caylent's growing internal IT team as an IT Support Specialist! You will provide timely and efficient support to internal employees, troubleshooting and resolving IT issues related to hardware, software, and networks. This role involves assisting with IT projects, deploying new systems, and maintaining IT equipment inventories. You'll receive hands-on training and mentorship, with opportunities for career advancement. The ideal candidate possesses foundational IT skills, strong communication, and problem-solving abilities. This is a fully remote position with flexible time off and various other benefits.

Requirements

• Strong desire to learn from and adapt to various IT support situations
• Strong interpersonal communication skills, with an ability to explain technical issues to non-technical stakeholders
• Excellent organizational skills and attention to detail
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment
• Collaborative team player who works well with various departments and users across the company
• Proactive approach to identifying recurring IT issues and suggesting solutions for improvements
• Basic understanding of computer systems, networking, and IT security practices
• Experience with ITSM tools like Jira Service Management, or other ticketing platforms
• Familiarity with managing user accounts and permissions in cloud-based environments such as Google Workspace, Microsoft 365, or similar platforms
• Experience with hardware support, including desktop, laptop, and peripheral devices
• Basic troubleshooting skills with operating systems (Windows, macOS, Linux) and software applications
• Knowledge of IT systems onboarding and offboarding processes
• Experience with documentation tools like Notion or Confluence to help maintain internal knowledge bases

Responsibilities

• Provide timely and efficient support for internal employees by resolving IT support tickets related to hardware, software, and network issues
• Troubleshoot and resolve basic issues with internal IT systems, software applications, and peripherals
• Assist with the deployment and setup of new IT equipment, software, and services for internal employees
• Provide first-line support for SaaS applications, helping users with common issues and escalating to higher-level IT staff as necessary
• Assist in maintaining and managing IT equipment inventories, including tracking laptops and coordinating hardware upgrades or replacements
• Help maintain and update internal documentation, including user guides, knowledge base articles, and troubleshooting procedures
• Support the onboarding and offboarding processes for new and departing employees, ensuring all IT needs (devices, access, etc.) are properly triaged and addressed
• Monitor and track support requests in an ITSM system and ensure tickets are resolved in a timely manner

Preferred Qualifications

• 1-2 years of experience in an IT support role or a related field
• Familiarity with core IT systems like mobile device management (MDM) or endpoint detection and response (EDR) systems
• Technical certifications such as CompTIA IT Fundamentals, A+, or similar are a plus
• Experience working in a remote-first environment or with remote teams is a plus

Benefits

• 100% remote work
• Flexible Time Off
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture