Desktop Support

What You'll Do

• Managing Business SaaS Applications: Oversee provisioning, access management, and on/off-boarding processes for various SaaS services.
• IT Support and Administration: Provide support for critical IT cloud-based tools, including Google Workspace, Okta, Slack, Atlassian, Gitlab, VPN solutions, Airtable, etc.
• Hardware Lifecycle Management: Support procurement, device management (Apple, Linux and Windows devices), patching, and depreciation of hardware assets.
• Software Asset Management: Maintain the lifecycle of software/application assets.
• IT Operations and Helpdesk: Handle day-to-day end user IT tasks, including hardware, software, troubleshooting and support.
• Team Support: Actively collaborate with senior IT team members for advanced diagnostics and troubleshooting.
• IT Infrastructure Maintenance: Maintain and support IT tech stacks such as Conference AV systems, and on-premises infrastructure.
• Provide minimal off-hour support for rare network and infrastructure updates outside business hours.

What You’ll Need

• 2+ years of experience in End User Support, including direct support of engineering, manufacturing, hardware development, laboratory, R&D, or other highly technical environments.
• Demonstrated ability to identify recurring problems, improve operational processes, and contribute to automation or workflow improvements.
• Excellent customer service and communication skills, with the ability to support engineers, researchers, technicians, and business teams in a fast-paced, high-touch environment.
• Experience administering or supporting Okta, including user provisioning and access management.
• Understanding of MDM tools for the management of a Mac/WinTel/Linux fleet.
• Experience with Google Workspace.
• Understanding of network infrastructure.
• Strong troubleshooting and critical thinking skills, with the ability to diagnose and resolve a broad range of technical issues while appropriately escalating more complex problems.
• Demonstrated ability to quickly learn unfamiliar technologies.
• Create and maintain documentation for systems, processes, and troubleshooting guides.
• Bachelor's degree in Computer Science, Engineering, a scientific discipline, or a related technical field, or equivalent practical experience.

Nice to Have

• Excellent analytical, logical thinking, and problem-solving skills.
• Certifications such as CompTIA A+, CompTIA Security+, and CompTIA Network+.