Principal Enterprise Architect driving architecture through transformation lifecycle at Adobe. Guiding technical delivery and ensuring technology choices align with long - term value.
About the role
- Senior IT Helpdesk Specialist supporting Juniper Square’s IT operations for a fast-paced workforce. Troubleshooting user issues and enhancing IT service delivery with knowledge management.
Responsibilities
- Troubleshoot & Resolve User Issues: Monitor and triage IT support queues, investigate and resolve software, hardware, and networking problems, ranging from routine to more complex and escalate as needed
- Provide timely responses to all issues, including updates on status and adhere to service-level agreements. Conduct remote support sessions to help resolve technical issues
- Training & Guidance: Guide employees on basic IT principles and procedures. Educate them with easy to understand troubleshooting steps, including proper use of software tools, security best practices, and self service fixes
- Document IT Issues & Solutions: Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using our IT ticketing system
- Knowledge Management: Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base
- Hardware & Software Setup: Install, configure, and maintain laptop devices, printers, and company software applications for end-users. Ensure all equipment software is up-to-date. Setup and decommission computers and accounts for staff onboarding and offboarding requests when needed
- Network Support: Provide assistance with network connectivity issues; including Wi-Fi, VPN, etc
- Assist with IT Onboarding: Ensure day one is smooth for new hires by helping with the set up of new devices, accounts, and access permissions
- Participate in rotating on-call for after-hours/weekend support as needed
- Software Maintenance: Monitor software licenses and renewals that fall under your purview
- Monitor & Maintain IT Equipment Inventory: Provide procurement and lifecycle management by maintaining and tracking hardware and software inventories, issuing new equipment, managing returns or repairs, and monitoring stock levels. Provide break/fix support and ship hardware replacements as needed
- Assist with IT Projects: Help or own IT projects as needed
- Assist with Major Incidents as required, including gathering evidence, conducting remediation tasks, and sending employee communications
- Maintain IT Security Standards: Approach each support interaction with security being top of mind, ensuring users are following security policies, and provide support during audits and security assessments. Help with security/compliance initiatives as needed
Requirements
- Bachelor's degree (technical field is a plus, but not necessary)
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users
- Excellent organizational skills and ability to manage multiple tasks
- 4+ 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 troubleshooting computer hardware
- Experience with MDM solutions that manage Macs, Windows, and mobile devices
- Experience with IT ticketing systems (e.g., Jira)
- Experience troubleshooting remote access vpn solutions, and network related issues
- Familiarity with Office365 is a plus
- Knowledge of IT security protocols, and cloud-based services
- Flexibility and adaptability - you will be juggling multiple troubleshooting requests in a fast-paced startup environment
Benefits
- Health, dental, and vision care for you and your family
- Life insurance
- Mental wellness coverage
- Fertility and growing family support
- Flex Time Off in addition to company paid holidays
- Paid family leave, medical leave, and bereavement leave policies
- Retirement saving plans
- Allowance to customize your work and technology setup at home
- Annual professional development stipend
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