IT Support Engineer

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

📋 Description

• Oversee and address IT support tickets within SLA as the primary line of assistance for employees

• Diagnose hardware, software, and access challenges across Windows, macOS, and mobile platforms

• Refer complex issues to senior IT personnel when necessary

• Provide support for Windows systems, Microsoft 365 applications, and associated tools

• Create user accounts, reset passwords, and manage access permissions

• Assist with macOS systems, including account setup, security configurations, and software installations

• Participate in system upgrades, process enhancements, and tool implementations

• Work collaboratively with cross-functional partners to provide IT solutions that meet business requirements

• Record and document project tasks, track progress, and furnish updates

• Collaborate with the People team on employee onboarding and offboarding processes

• Create and remove accounts, devices, and applications as needed

• Keep an inventory of IT assets, software licenses, and access rights

• Spot opportunities to optimize IT processes, boost automation, and enhance the employee experience

• Deliver friendly, dependable, customer-focused IT support

• Create and maintain technical documentation, user manuals, and knowledge base resources

⛳️ Requirements

• At least 3 years of IT support experience, or an equivalent combination of education and experience

• Strong understanding of Microsoft Windows, macOS, Microsoft 365 environments, and related tools

• Experience with ticketing/helpdesk systems

• Background in IT asset management

• Proficient troubleshooting skills

• Exceptional communication and interpersonal abilities with a focus on customer service

• Capable of staying organized, prioritizing tasks, and managing multiple requests simultaneously

• Ability to work independently, prioritize competing demands, and produce high-quality results

• Team-oriented mindset and eagerness to collaborate across departments

• Growth-oriented mindset and curiosity to learn about emerging technologies and improve IT processes

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience

• Must be legally authorized to work in the United States

• Must specify if visa sponsorship will be required for employment in the United States

🏝️ Benefits

• Competitive compensation

• Remote-first work environment

• One-time stipend for home office setup

• Monthly reimbursement for Wi-Fi expenses

• Flexible scheduling with core collaboration hours (10:00 AM – 3:00 PM ET)

• Annual company-wide offsite event

• Flexible paid time off (PTO)

• 17 company holidays

• Paid sick leave

• Paid parental leave

• Multiple medical plan options with substantial company premium contributions

• Dental insurance, including orthodontic coverage

• Vision insurance for you and your family

• Company contributions to HSA/FSA accounts based on selected plans

• 401(k) plan with company matching