IT Help Desk Administrator

IT Help Desk Administrator

The IT Help Desk Administrator will take a leading role in providing superb first-tier technical support to our global workforce, and will collaborate with other IT staff in handling all day-to-day IT related issues. The perfect candidate enjoys helping people, is friendly, organized, self-motivated and has no problem working in a fast-paced environment on a diverse array of challenges. This role is remote within Costa Rica, with occasional in-office requirements.

GreenSlate is the fastest-growing provider of technology and business solutions for media productions. We provide the most advanced technology for production accounting and entertainment payroll. Our innovative cloud-based platform is evolving the entertainment industry's back-office by replacing inefficient paper-based processes with digital solutions. The studios, film franchises, independent producers, and content creators we serve benefit from greater efficiencies, better access to data, and cost savings, and they minimize their impact on the environment. GreenSlate offers a full range of payroll, software application, production accounting, tax credit management, ACA compliance & benefits, production insurance, and consulting services.

What We Expect From You

• Tier 1 & Tier 2 Technical Support: Diagnose and resolve issues for local and remote users spanning connectivity, OS (primarily Windows, some macOS), permissions, hardware, SaaS applications, VoIP/softphone systems, and general "how-to" requests; proficiency in an ITSM ticketing platform (Jira Service Management, Zendesk, ServiceNow, or similar) required
• Identity & Access Management: Administer user lifecycles (onboarding, offboarding, role changes) across cloud-first identity platforms, including Azure AD, Google Workspace, Okta, or similar SSO/IdP solutions; enforce RBAC principles and least-privilege access
• Endpoint Management & Deployment: Image, configure, and deploy laptops and workstations using modern MDM/RMM platforms (Kaseya, Jamf, or equivalent); experience with zero-touch provisioning and remote enrollment workflows is a strong plus
• Documentation: Produce clear, well-structured technical documentation for diverse audiences, including SOPs, admin runbooks, end-user guides, and troubleshooting playbooks; familiarity with documentation platforms (Confluence, Notion, IT Glue) preferred
• Asset & Inventory Management: Maintain accurate, real-time asset records using an ITAM platform (RipplingIT, Jira Assets, Kaseya, or similar); track hardware lifecycle from procurement through decommission
• Networking Fundamentals: Demonstrate working knowledge of core networking concepts, including DNS, DHCP, TCP/IP, VLANs, LAN/WAN architecture, and VPN technologies (split-tunnel, site-to-site, zero-trust network access)
• Security Hygiene: Apply baseline security practices in daily operations, including MFA enforcement, phishing triage, endpoint EDR monitoring, and timely escalation of potential incidents to senior staff or SOC partners
• AI & Productivity Tooling: Leverage AI-assisted tools (e.g., Claude, Gemini, Rovo, etc.) to accelerate documentation, ticket response, and research tasks; comfort with emerging productivity technology is strongly encouraged
• Process Improvement & Automation: Proactively identify inefficiencies and recommend automation opportunities using tools such as Power Automate, Zapier, or scripting (PowerShell, Bash); contribute to reducing manual, repetitive workloads across the IT function
• Budget Support: Assist with hardware and software purchasing, invoice processing, expense tracking, and reconciliation; provide accurate cost data to support IT budget planning
• Vendor & Product Evaluation: Test emerging tools and platforms, document findings, and present data-driven recommendations that align with organizational needs and budget constraints

Who You Are

• 1-2 years of relevant work experience supporting modern Windows desktops
• Dependable, trustworthy, and ethical, able to work independently and as part of a team
• Resourceful and motivated to find solutions
• Ability to self-start and manage multiple tasks and competing priorities efficiently, manage your own small set of project-level work, and contribute to larger IT projects as part of a team
• Crystal-clear communication, both written and verbal -- able to translate customer complaints into technical causes, and technical solutions to non-tech explanations
• Ability to excel in an environment that demands excellence, and you feel every challenge is an opportunity to learn and grow
• Ability to look beyond the "here and now" short-term solutions - dig into root causes, look for patterns, help develop improved processes to avoid issues before they appear
• Hungry to learn and grow personally and professionally
• Passionate about providing a great customer service experience
• Patient and understanding, you can help non-technical people without sounding condescending
• A+ or MCP or other is helpful, but not required

What You Can Expect From Us

• Compensation that reflects your value: Competitive salary packages tailored to your experience with opportunities for regular reviews and raises
• Comprehensive Benefits: Benefits that go beyond the basics, including private medical and life insurance, psychological support, English program, wellness discounts, and perks through the Holisticly platform
• Full-Time Remote Flexibility: Enjoy working remotely with all the tools and support needed to stay connected and productive
• Impactful Work: Be part of projects that make a difference in the entertainment industry, with a direct influence on shaping our future and making tangible change
• A Thriving, Collaborative Culture: Join a team that values open communication and creativity. Quality, Urgency, Innovation, Service and Collaboration drive everything we do

Salary Range: $2,900-3,750/mo