IT Helpdesk Technician – B2B SaaS

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver responsive technical assistance to staff via tickets, chat, and various support channels.

• Diagnose and resolve issues related to hardware, software, accounts, access, and SaaS platforms.

• Provide support for both macOS and Windows devices.

• Provision, configure, troubleshoot, recover, and refresh employee laptops and other IT equipment.

• Assist with the onboarding and offboarding processes for employees, including device and account management tasks.

• Offer support for Google Workspace, Microsoft 365, Slack, Zoom, and additional SaaS applications.

• Maintain precise records of IT assets and devices.

• Take ownership of support requests from the initial troubleshooting phase to resolution or escalation.

• Document solutions and contribute to the internal knowledge repository.

• Identify recurring issues and enhance support processes.

• Collaborate with Systems Administrators regarding infrastructure, networking, identity, or systems matters.

• Adhere to IT and security protocols when managing accounts, devices, and company information.

• Progress towards independently managing helpdesk requests, device provisioning, hardware workflows, documentation, and routine support coverage.

⛳️ Requirements

• Prior experience in a helpdesk, desktop support, IT support, or a comparable technical support position.

• Practical troubleshooting experience with macOS and Windows systems.

• Familiarity with supporting common workplace SaaS applications.

• Strong troubleshooting abilities and a proactive approach to investigating issues before escalation.

• Effective written and verbal communication skills, particularly with non-technical personnel.

• Excellent organizational skills and ability to follow through on tasks.

• Comfort in documenting technical solutions and procedures.

• Capability to work independently while recognizing when to seek assistance or escalate issues.

• Patient, approachable, and service-oriented demeanor.

• Eligibility to work legally in the United States.

• Must reside physically within the United States.

• Experience with every listed tool isn't essential; strong troubleshooting fundamentals and a willingness to learn new systems are highly valued.

🏝️ Benefits

• Competitive salaries.

• Remote/hybrid work environment.

• Potential equity compensation for exceptional performance.

• Flexible paid time off (PTO).

• Company-sponsored lunches on a company-wide basis.

• Company-paid disability and life insurance benefits.

• Company-paid family and medical leave.

• Medical, dental, and vision insurance benefits.

• Discounted pet insurance.

• FSA/DCA and commuter benefits.

• 401k plan.

• Complimentary subscription to digital fitness classes and wellness content.

• Recovery suite at headquarters, featuring a cold plunge, sauna, and shower.