IT Support Specialist - Austin, United States - Roostify

Description

**IT Support Specialist**

at Roostify Austin, TX **Who We Are**

Roostify is transforming the mortgage industry with an innovative and integrated platform thats streamlining the entire digital lending experience. We believe that home lending should be a fair, fast, and transparent experience. Our software is used by banks across the country to improve lending experiences every day. We are a team of innovative thinkers on a mission to reinvent the lending experiences so people can accelerate their future.

**Challenges You Will Solve**

As an integral member of the Information Technology Team, the IT Support Specialist will triage priority issues, work collaboratively with various stakeholders as well as work independently. In this role you will be the central point of contact for technical issues for hardware, software and SaaS applications. You must enjoy finding solutions and working with employees on a daily basis as we strive to delight our internal customers.

**What Youll Do**

Provide tier 1 and 2 technical support with a service oriented mindset.

Research and identify solutions to software and hardware issues.

Diagnose and troubleshoot technical issues, including account setup and network configuration.

Track computer system issues through to resolution within the agreed SLA.

Properly escalate unresolved issues to appropriate next level support personnel (e.g. IT Engineer, Software Developers).

Build and contribute to an internal wiki/knowledge base with technical documentation, manuals and IT procedures.

Assist with monitoring and maintaining other systems such as (Antivirus, Firewall, MDM, Identity Management).

Patch Management - Assisting users in updating their mobile devices and computers to the latest software.

The aptitude to learn - we don't expect you to be an expert now, but we want you to become one quickly

Stay up-to-date on information and technology affecting functional area(s) to increase innovation and ensure compliance.

**What Youll Bring**

3+ years experience supporting Macs and a certification is a plus

2+ years of internal customer support experience

Experience in MDMs such as Jamf would be ideal

Experience in system administration to G-Suite, Zoom, Okta, Zoom, antivirus

Intellectual curiosity, strong analytical skills, enjoys solving technical issues, detail oriented and strong customer service

Self starter/self-sufficient

Apple Genius Employees are welcome to apply

Experience, attitude and aptitude outweigh education so a degree in Computer Science, Information Technology or equivalent is plus but is not required

***This role will be located in/near Austin, Texas to support a significant team in that area. We are headquartered in San Francisco so very infrequent travel may be needed.***

**Benefits & Perks**

At Roostify we know that people do their best when they feel their best; we care about our people and want them to thrive. Here are some of the benefits were proud to offer:

Competitive Salary & Equity Packages

Health, Dental, and Vision Plans

401K with match

Flexible Vacation Time

Tuition Reimbursement Program

Bonus Program

**Roostify is an Equal Opportunity Employer**

At Roostify we have a value of People First. We strive to provide the best experiences to our employees and candidates. We consider applicants without regard to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all local, state, and federal laws and ordinances. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Roostify are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

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