IT Support Technician

About the role

We offer a hybrid work environment. Most US-based positions can also be performed remotely (any exceptions will be noted in the Minimum Qualifications below.)

Job Summary

The ideal candidate will be the first point of contact for all IT-related issues, providing timely and effective technical assistance to our employees. The candidate will be responsible for troubleshooting hardware, software, and network problems, ensuring our technology and infrastructure runs smoothly and efficiently. The candidate will also provide support for a 1000-person remote-first workforce with regular 300+ attendee, multi-day onsites, and other in-office duties.

Key Focuses

• Individuals will serve as the first point of contact for all IT technical support requests.
• Support employees (in person and remotely) with hybrid schedule flexibility.
• Install, configure, and maintain end-user laptops and software applications.
• Troubleshooting network connectivity issues, including Wi-Fi and VPN access.
• Troubleshooting physical LAN, printers, conference room technology.
• Provision/deprovision Software-as-a-Service (SaaS) accounts for new employees
• Lead remote new hiring onboarding IT sessions for all incoming employees, as well as supporting additional sessions if needed.
• Provides status updates and resolution summaries in a timely manner using internal ticketing systems and Slack instances.
• Maintain inventory management system/stock levels, vendor relationships and coordination.
• Contribute to process discussions, proposing solutions to opportunities for improvement during weekly team discussions.
• Communicate system outages, recovery time objectives, and resolution to end users.
• Additional duties as assigned, including supporting office relocations, safely disposing of assets, and overseeing contractors.

Minimum Qualifications

• Willing and able to commute onsite to our Santa Monica office 5 days a week
• At least one year of helpdesk, technical support, or customer support experience.
• Working knowledge of Windows and macOS.
• Expertise at troubleshooting wifi networking, software, and hardware for end users
• Familiarity administering SaaS services (e.g., Google Workspace, Slack) - access resets, permissions, groups management.
• Comfortable operating in a fast paced and evolving environment.
• Effective time management skills.
• Demonstrated verbal and written communication skills.
• Adaptable to new technologies and process methods.

Preferred Qualifications

• Related coursework or one additional year of experience.
• Purchasing procurement workflow experience and execution.
• Working knowledge of basic security principles (identity verification, passphrase complexity, safe handling and disposal of sensitive data, 2-factor authentication).
• Strong customer service experience to technical and non-technical customers.
• 50+ wpm typing.
• Strong command of power user features for at least one application- keyboard shortcuts, context switching, etc.

Pay and benefits

The US base pay range for this full-time position is $27.75/hr-$38.50/hr. Our pay ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role-related knowledge and skills, depth of experience, relevant education or training, and additional role-related considerations.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.