Remote Senior Help Desk Specialist

Summary

Join Juniper Square's dynamic IT team as an IT Support Specialist! You will play a key role in providing exceptional technical support to a fast-paced workforce. Your responsibilities will include monitoring and triaging IT support queues, troubleshooting various hardware and software issues, conducting remote support sessions, and documenting procedures. You will also be involved in setting up and decommissioning computers, managing software licenses, and assisting with major incidents. This role requires a Bachelor's degree (technical field preferred but not required), 2+ years of IT experience in a service desk environment, and strong knowledge of various operating systems and applications. Some travel may be required.

Requirements

• Bachelor's degree (technical field is a plus, but not necessary)
• 2+ years of IT technical experience in a service desk environment
• Strong knowledge of macOS, Windows, IOS, and Android operating systems
• Strong knowledge of Google Workspace, Okta, Atlassian, Slack, Zoom, MS Office, telephony, and other common desktop applications
• Experience of troubleshooting computer hardware
• Experience with MDM solutions that manage Macs, Windows, and mobile systems
• Experience troubleshooting remote access vpn solutions

Responsibilities

• Monitor and triage IT support queues including tickets, email, and chat
• Provide timely response to all issues, including updates on status and adhere to service-level agreements
• Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices, and escalate to the appropriate resources if necessary
• Conduct remote support sessions to help resolve technical issues
• Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base
• Setup and decommission computers and accounts for staff onboarding and offboarding
• Perform software installation, configuration, and troubleshooting on workstations and mobile devices
• Provide procurement and lifecycle management of physical assets and software licenses
• Provide break/fix support and ship hardware replacements as needed
• Assist with Major Incidents as required, including sending employee communications
• Participate in rotating oncall for after-hours/weekend support
• Lead or participate in projects as needed
• Help with security/compliance initiatives

Preferred Qualifications

• Familiarity with Office365 is a plus
• Flexibility and adaptability—you will be juggling multiple troubleshooting requests in a fast-paced startup environment

Benefits

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices