We are looking for a Help Desk Technical Lead who will be on the front-line of technical support.
The main focus of this role is answering the call of tech support issues and ensuring that users in the field or corporate have a seamless support experience.
The role will be working with each department within the company to ensure that the machine runs smoothly, with the occasional escalation to the IT Operations Manager.
Responsibilities
- Lead and administer the help desk ticketing system
- Be our first point of contact for technical issues in ticketing que and Slack support channel
- Assist in on-boarding and off-boarding of employees
- Ordering, tracking and shipping/receiving of tech inventory
- Manage users access/licensing to multiple applications & tools
- Maintain a learning environment for the users in order to improve their understanding of the technologies
- Have the ability to work independently, however still be able to rely on other support structures of the company to ensure your success
- Build a bridge between departments and IT to create a seamless support experience for users
- Possess the willingness to learn and, in some cases, own new technologies that you find pique your technical funny-bone the most
- Temper a desire to get “out of the basement” and be a valued player on the team
- Document recurring issues & processes to create knowledge base articles
- And other ad-hoc projects and responsibilities from time to time and based on business need
Qualifications
- 1-2 years in a hands-on tech support or help desk role
- A deep knowledge of the macOS and iOS platform
- A good understanding of the Windows platform
- Basic networking skills
- Knowledge of these enterprise level technologies: MDM, Jamf, GSuite, Slack, Office365, JIRA, Adobe Creative Cloud, RingCentral, Sophos Endpoint, LastPass, Teamviewer
- A patient and affable desk-side manner with the ability to connect to the users on a personable level
– let them know you by name, not just “the tech-person” - The desire to roll up your sleeves and not simply resolve the problem, but put the shine on it as well through great communication and follow ups
- Detail oriented and resourceful problem solver
What We Offer
Common truly values our employees and wants to do everything to ensure that our employees are not only happy and professionally fulfilled, but also that they have the opportunity to be healthy.
Because of this, we are committed to providing a number of affordable and valuable health and wellness benefits for our employees such as:
- Paid vacation and sick time
- Medical, dental, and vision insurance
- FSA + HSA options
- Company-paid life insurance
- Company-paid STD/LTD
- Paid parental leave
- 401k plans
Additional benefits such as equity, paid holidays, commuter transit benefits, job training + development opportunities + a great wellness program are also available.
And as always, we are regularly evaluating our offerings to ensure employees’ needs are being met.
Common is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.