IT Support Technician

Summary

Join The Motley Fool's IT Support team as a technical whiz to help keep the company running smoothly. As a member of this small, nimble team, you'll troubleshoot technical issues with empathy and finesse, implement tests to optimize efficiency, and assist your team with projects around making innovative tech more accessible to Fools.

Requirements

• Ability to support our Mac and Windows based MDM environments (Kandji + Intune)
• Demonstrated experience working with Okta (for SaaS apps) and Active Directory Users and Groups Management
• Experience managing Google Workspace Accounts and Team Drives
• Experience troubleshooting video calls (primarily Zoom, and occasionally other platforms)
• Handling hardware + inventory tracking skills
• Insatiable appetite for learning and development. You want to be well-versed in new applications, systems, and investing!
• Strong communication (listening, verbal and written) skills and the ability to communicate technical issues to a non-technical audience
• Strong critical thinking skills - you can spot patterns and stop fires before they happen (and you’re confident speaking up to help prevent issues)
• Proactive in attitude and team oriented, because we’re all about teaching each other and sharing pro-tips
• Look to emerging tech for ways to expand your own capabilities (ie leveraging AI to help write articles or research issues you haven’t seen before, or even offload low level priorities as tools progress in functionality)
• Ruthless prioritization skills - you know the difference between “urgent” and “URGENT,” and those last-minute, behemoth requests don’t even make you blink
• Comfortable working within a ticket system, and endeavoring to meet our team's goals for 5-star service with every request
• Equally strong commitment to leaving things better than you found them AND leaving a lasting, positive impression

Responsibilities

• Provide remote and hands-on support for Windows, macOS clients, systems in an Active Directory environment, Okta, Office 365, Google Workspace, and network connectivity
• Leverage MDM tools to setup, deploy, update, troubleshoot, and retire computers through their lifecycle
• Efficiently respond to requests for technical assistance via ticket system (Jira Service Management), Slack, email, and carrier pigeon
• Troubleshoot in a timely manner and follow through with users to make sure they can do what they do to help them be richer, smarter and happier
• Take initiative in improving the team, improving the customer experience, and improving your skill-set - never settle for “that's just how we’ve done it” when you see ways to improve our support experience
• Ensure your team can provide an efficient level of coverage online during core business hours (M-F)

Benefits

• Flexible, remote work environment
• Generous fully-paid parental leave
• $1,000 annually to invest in stocks of your choice
• Super low premiums for medical, dental, and vision coverage