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IT Support Specialist

Job Description

Description

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 team
  • Make sure Help Desk SLAs and ticket volumes are constantly in a good state
  • Answer, 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 drivers
  • Provide 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 needed

Your Qualifications:

  • 5+ Years of corporate IT Help Desk experience
  • Experience being responsible for the day to day workflow of an IT Help Desk
  • A self-starter with a desire to constantly improve the state of IT at Rover
  • Experience supporting large IT initiatives
  • Must have experience providing hardware and software support for Macs and MSFT Windows
  • Experience solving issues with Google Workspace
  • Experience solving problems with basic LAN and WAN networking, including DHCP and DNS protocols, VPN configurations, and wireless performance issues on a predominantly Meraki infrastructure
  • Experience using an IT service management system for tracking tech support cases
  • Ability to work independently and as a member of a team
  • Ability to occasionally work evenings or weekends and lift 40lbs

Nice to have:

  • Knowledge of Linux, iOS, or Android troubleshooting
  • Genius Bar or similar experience
  • Experience working in Jira
  • Experience supporting Access Controls initiatives related to SOX/PCI/GDPR regulations

Why we'll hire you:

  • You are a fast learner and can quickly acclimate to working with new technologies
  • You’re qualified for the position and your values align with Rover's Core Values
  • You're an excellent IT support specialist who wants to get even better
  • You have an aptitude for acquiring technical skills with an eagerness to learn
  • You know when to embrace a problem and when to seek help
  • You have excellent written and verbal communication skills
  • You like to work hard, but have fun while you're doing it!

Apply

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