Remote IT Helpdesk Technician

Summary

Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets. We're looking for an IT Helpdesk Technician to help expand our internal IT capabilities and ensure our technology runs seamlessly.

Requirements

• You have a passion for technology, are eager to learn, and continually seek ways to improve the IT experience for your partners
• You have strong communication skills (both written and verbal), a passion for collaborating cross-functionally, and a commitment to delivering high-quality, customer-focused service
• You have experience managing a ticket queue in a helpdesk system (such as Jira, Zendesk, or HappyFox) and consistently provide timely, well-written responses
• You take ownership, are organized, have excellent problem-solving skills, and can prioritize tasks effectively with strong attention to detail
• You have experience managing and administering SaaS and cloud applications, including productivity tools like Google Workspace, communication platforms such as Slack and Zoom, and identity management technologies like Okta
• You have a foundational understanding of managed office Wi-Fi and networking infrastructure and are comfortable assisting with office network setups under supervision
• You are familiar with both macOS and Windows operating systems

Responsibilities

• Handle helpdesk tickets promptly with a customer-focused approach, ensuring employees receive the IT support they need to perform at their best
• Provide on-site support for our Nashville office, as well as remote support for employees across the country, addressing both scheduled and unexpected IT needs
• Assist in troubleshooting and resolving issues related to video conferencing, network infrastructure, printers, and other common IT needs, escalating more complex problems to senior IT members as necessary
• Collaborate cross-functionally to support employee onboarding and offboarding processes
• Assist in maintaining our portfolio of SaaS applications by processing software license requests and providing basic support for SSO-related issues under the guidance of senior IT members
• Set up, configure, and maintain laptops, printers, and other peripheral devices to ensure employees have the necessary tools to perform their work
• Provide live event support for company meetings, including setting up cameras, microphones, and running the meeting using Zoom Webinar software

Benefits

• Dog-friendly office located in Nashville
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company sponsored mental health benefit and coaching through Modern Health
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup