IT Support Specialist - San Francisco, United States - MoveWorks, Inc.
Description
**IT Support Specialist**
Corporate IT San Francisco Full-time
IT Support Specialist
As an IT Support Specialist at Moveworks, youll unlock opportunities to unlock growth across the company with an eye on security. We're here to make work easier and more efficient for our coworkers, fix what needs fixing, implement and improve processes, provide automation to increase efficiencies, onboard new hires at a rapid pace, evaluate and procure new solutions in the software and hardware worlds, and administer and improve our SaaS stack. As a small team in a rapidly growing startup, we're always ready to expand our responsibilities at a moment's notice all while maintaining the white-glove service our fellow employees deserve.
Who we are:
Moveworks is redefining how companies support their employees with an AI platform that resolves their problems at work instantly and autonomously. Included on the prestigious Forbes AI 50 list and named a leader in The Forrester New Wave, Moveworks uses advanced natural language understanding (NLU) to resolve support issues, straight on collaboration hubs like Slack and Microsoft Teams.
We're doing this for IT today, and for the entire enterprise in the near future. This is a unique chance to join the team at an early stage as a key player in our growth strategy. If that sounds like fun, we cant wait to start this journey together.
What youll do:
? Keep support inquiries and requests organized and up to date via internal ticketing system (Jira Service Desk).
? Onboarding and off-boarding of new employees, temporary employees, vendors, and contractors.
? Escalate complex problems to the next level when assistance is required.
? Provide IT or application training to employees to ensure they have the technological resources and knowledge of how to use those resources to accomplish their responsibilities.
? Provide excellent service to internal and external clients; ensuring they feel that their problems are understood and addressed with minimal impact to the clients' productivity.
? Document support tasks and create processes when needed in order to keep the IT team on the same page with how things are done, and that processes can be repeated or trained to others.
? Identify technological issue trends to proactively prevent problems and develop processes to resolve.
? Respond to support inquiries in a succinct and meaningful way.
? Resolve issues with Okta, GSuite, Atlassian, Slack, Zoom, Global Protect etc.
? Take corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the customer.
? Thrive in an agile environment and be adaptable to work changes that can shift quickly.
What you bring to the table:
? 3+ years of experience in a technical support or customer service environment supporting Mac OS.
? BS/MS in IT or similar experience
? 3+ years of work experience in first and second level support of systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Fleetsmith/Jamf), Zoom, Palo Alto Networks, Global Protect, Meraki
? 5-star customer service mindset.
? Excellent verbal and written communication skills.
? Excellent teamwork skills.
? Familiarity with macOS, Windows, Linux, iOS, and Android devices.
? Ability to administer G-Suite for day-to-day operations
? Experience working with SSO (Okta, OneLogin, etc.).
? Ability to independently perform basic problem determination and root cause analysis regarding network, access, and general IT issues.
? Ability to work independently, handle multiple priorities, and eventually lead your own projects once requirements are determined.
? Experience or involvement with IT projects or large initiatives.
? Proficient understanding of internal and external customer requirements.
? Excellent written and verbal communication skills.
? Strong aptitude for logical thinking.
? Ability to work with external vendors for services and support.
? Strong familiarity with IT Operations and cloud applications - preferred.
? Ability to create new support workflows - preferred.