Lead It, Support Technician - Austin, United States - Henry Meds

Description

Tens of millions of Americans are unable to manage their chronic conditions with commercial medications.

Using specialized compounded formulas tailored to individual patient needs, Henry helps people who have been left behind by the commercial market, all while remaining easy, accessible, and affordable.

Our customers get access to the care they need and save thousands of dollars on out-of-pocket healthcare expenses per year

***Enjoy the casual culture, remote-first workplace, and generous PTO/benefits

**As the Lead IT Support Technician at Henry Meds, you will be at the forefront of maintaining and enhancing our IT infrastructure while ensuring a seamless employee experience. You will lead a team responsible for employee onboarding and breakdowns, employee endpoint management, and resolving tech support requests. Your expertise will be pivotal in guaranteeing the smooth and efficient operation of our technological infrastructure, empowering our team to excel in their roles.


Key Responsibilities:

• Lead and mentor a team of IT Support Technicians, providing guidance and support to ensure timely and effective resolution of ITrelated queries and issues.
• Develop and implement KPIs to manage the effectiveness and bandwidth of the IT Support Team using our Jira Service Management tool.
• Oversee the maintenance of all Windows and macOS machines using our Hexnode MDM, ensuring they are uptodate, secure, and functional.
• Manage the setup and ongoing support of software and hardware, ensuring compliance with security protocols and optimal functionality.
• Coordinate the setup of new accounts and hardware for new employees, ensuring a smooth onboarding experience.
• Facilitate the breakdown of accounts and arrange for the return of equipment for departing employees.
• Investigate and resolve escalated employee support tickets related to hardware, software, and malware issues promptly and efficiently.
• Provide comprehensive training to employees to enhance their understanding of IT services and promote security best practices.
• Administer various employeefacing systems such as Google Workspace, Slack, and ZenDesk Talk, ensuring seamless operation and accessibility.
• Maintain clear and effective communication with colleagues, understanding their needs, and providing proactive IT support.

Qualifications:

• 35 years of experience as an IT Support Technician, preferably 1+ years in a team lead role with a proven track record of providing exceptional enduser support.
• Proficiency in scripting languages such as Python, Bash, or PowerShell, with experience in deploying scripts via MDM or other means.
• Demonstrable experience in automating and improving IT support processes.
• Extensive experience in supporting and patching both macOS and Windows environments.
• Extensive experience in troubleshooting small office/home office network issues.
• Exceptional problemsolving skills and the ability to thrive in highpressure situations.
• Outstanding communication and interpersonal skills, with the ability to effectively lead and collaborate with a team.
• A proactive and positive attitude with a strong commitment to delivering superior IT support services.
• A strong professional curiosity to challenge yourself to learn new technologies and think outside of the box in order to solve complex problems.

Company Offers:

• Platinum PPO Healthcare + Vision & Dental (Henry covers 99% for employees and 50% for their qualified dependents).
• 401k with matching contributions beginning your first day.
• Unlimited PTO.
• Remote position with up to 10% travel
• Impactful rewarding work as part of a fastgrowing brand helping thousands of people every day.
• Please note light travel may be needed for Henry Meds employees (approx 510% annual.)

Applicants must be authorized to work for ANY employer in the U.S.

We are unable to sponsor or take over sponsorship of an employment Visa at this time.


Equal Opportunity Statement:

Henry Meds is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.