IT Helpdesk Technician

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future. #LongLiveDogs What We Stand For and Where You’ll Come In 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. One Team: We don’t think of ourselves as “Acquisition Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”. Beyond denoting skill sets and areas of expertise, we don’t think departments matter. We’d rather align ourselves to the goals we’re working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER – getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically. We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere, and we aren’t tied to our own.We proactively source input.We talk to our customers and leads regularly and are quick to change course if we know there’s a better or more impactful way to solve problems. We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically. We Execute For Impact: We don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – i.e. acquisition is hyper-focused on improving customer retention and experience. We Are Focused and Work Without Assumption : We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, “what’s the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?”. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don’t expect to be perfect the first time. How You'll Make An Impact 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. We're Excited About You Because 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. Office Guidelines We are an in-office culture, made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment, where being present fosters deeper connections and engagement. Our Belonging Philosophy: At TFD, we believe Belonging is a shared commitment to creating a workplace where every person feels respected, valued, and empowered to be themselves. When people feel a true sense of belonging, they do their best work, take smart risks, and bring forward diverse perspectives — leading to stronger decisions and deeper relationships. We anchor this belief in a simple phrase: “Everyone’s welcome at the dog park.” No matter your background, identity, or role, there’s space for you here. There’s no one way to show up at the dog park— just shared space, mutual respect, and the freedom to be yourself. Being included is just the beginning, it’s about contributing your voice, growing through challenges, and building trust through shared goals. This philosophy guides how we lead, how we hire, how we communicate, and how we grow. We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees, from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate, a shared laugh, or a quick story about your weekend. Our structure includes biannual employee surveys, manager training, TFD camps, and support from Humans to ensure we’re listening and learning from our Team. Together, these efforts reflect what Belonging means at TFD: a culture where everyone can thrive. A Few of Our Best Benefits Dog-friendly office in Boca Raton, Florida Market-competitive compensation and equity packages Comprehensive Healthcare, Dental, and Vision Company supported mental health benefits 12 week paid parental leave Competitive 401k plan with company match Flexible PTO Discounted fresh food for your pup Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug Equal Employment Opportunity Statement The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights. Reasonable Accommodations TFD complies with applicable federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please View email address on click.appcast.io . We're Here to Help We’re happy to answer any questions you may have about the position or our hiring process - please reach out at View email address on click.appcast.io . #J-18808-Ljbffr The Farmer's Dog