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IT Support Specialist

Job Description


Who we are:Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love.Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, London, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World's Most Innovative Companies in 2018 by Fast Company. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides.Who we're looking for:We are looking for an IT Support Specialist to join our IT department at our Seattle office Headquarters. Working with the Senior IT Manager, the Specialist will help coordinate the daily workflow of the IT Service Desk team as they provide laptop computer hardware lifecycle management including provisioning, providing break/fix support, add, move, or change requirements of peripherals and device deprecation. IT Support Specialists should be comfortable providing desk side software support such as troubleshooting, installation and configuration of commercial and custom software, and support of our network infrastructure. Notably Specialists are important teammates in helping execute large and small IT team projects and initiatives.Your Responsibilities:Be a role model for the teamMake sure Help Desk SLAs and ticket volumes are constantly in a good stateAnswer, prioritize, and respond to incoming help desk requests in a timely manner from end-users experiencing technical problems with hardware, software, networking, telecommunication, and audio visual needs in offices and conference rooms (when back in office)Provide laptop hardware break/fix support, add, move, or change requirements of peripherals and device driversProvide desk side software support such as troubleshooting, installation and configuration of commercial and custom software, and support of our network infrastructure (when back in office)Work on additional projects as neededYour Qualifications:5+ Years of corporate IT Help Desk experienceExperience being responsible for the day to day workflow of an IT Help DeskA self-starter with a desire to constantly improve the state of IT at RoverExperience supporting large IT initiativesMust have experience providing hardware and software support for Macs and MSFT WindowsExperience solving issues with Google WorkspaceExperience solving problems with basic LAN and WAN networking, including DHCP and DNS protocols, VPN configurations, and wireless performance issues on a predominantly Meraki infrastructureExperience using an IT service management system for tracking tech support casesAbility to work independently and as a member of a teamAbility to occasionally work evenings or weekends and lift 40lbsNice to have:Knowledge of Linux, iOS, or Android troubleshootingGenius Bar or similar experienceExperience working in JiraExperience supporting Access Controls initiatives related to SOX/PCI/GDPR regulationsWhy we'll hire you:You are a fast learner and can quickly acclimate to working with new technologiesYou’re qualified for the position and your values align with Rover's Core ValuesYou're an excellent IT support specialist who wants to get even betterYou have an aptitude for acquiring technical skills with an eagerness to learnYou know when to embrace a problem and when to seek helpYou have excellent written and verbal communication skillsYou like to work hard, but have fun while you're doing it!Benefits of working for Rover:Competitive compensation401k MatchStock optionsFlexible PTOCompetitive benefits package, including medical, dental, and vision insuranceCommuter benefitsBring your dog to work (and unlimited puppy time)Pet benefits, including $1000 toward adopting your first dog or catStocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly (currently on hold due to Covid19)Regular team activities, including happy hours, snow tubing, game nights, and more (currently performed virtually due to Covid19)Due to COVID-19, Rover Employees are not required to be in office until July 2021 at the earliest. All new hires will be expected to work from Seattle/ Spokane/ Barcelona once Rover Employees return to office.Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Seattle /Information Technology /Full-time


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