IT Helpdesk Technician

Requirements 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 have a strong foundation in troubleshooting common IT issues and maintaining clear, accurate documentation of incidents and resolutions
• 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 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 take ownership, are organized, have excellent problem-solving skills, and can prioritize tasks effectively with strong attention to detail
• You are familiar with both macOS and Windows operating systems
• You are excited to work 5 days a week in our dog-friendly office. You are also able to participate in on-call rotations for after-hours support
• You love dogs!

What the job involves Our IT group takes pride in representing, and interfacing and being embedded in with the entire organization. We’re looking for an IT Helpdesk Technician to help expand our internal IT capabilities and ensure our technology runs seamlessly throughout the company, delivering meaningful and joyful experiences to our employees. You’ll work closely with employees across the organization to troubleshoot and resolve daily technology issues

• Serve as the face of the IT organization by responding to 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 Boca Raton office, as well as remote support for employees across the country, addressing both scheduled and unexpected IT needs
• Look for opportunities to improve IT support, processes, and tools to provide employees with a smoother and more enjoyable experience
• Assist in troubleshooting and resolving issues related to video conferencing, VoIP and telephony systems, network infrastructure, printers, and other common IT needs, escalating more complex problems to senior IT team 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

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