Tier 2 Helpdesk Specialist

Job description

HireArt is helping May Mobility, a leader in autonomous vehicle technology, hire a Tier 2 Helpdesk Specialist to be responsible for the technology support of all end-users, their devices, and the ecosystem of platforms within the organization.

In this role, you will be critical in user onboarding, SaaS support, identity management, and the helpdesk. This role will work closely with the Manager, Information Technology, to help evolve, implement, and evangelize the overall IT strategy throughout the organization.

The ideal candidate executes work with an understanding of the impact on product outcomes. We're looking for candidates that can communicate effectively, clearly, and concisely for various audiences, including technical and non-technical. You are able to create logical workflows and utilize available automation tools to streamline your work.

As a Tier 2 Helpdesk Specialist, you'll:

• Provide technical support through Jira Service Management for all end-users, including SaaS platform support, operating system support, and identity management.
• Own the IT employee onboarding processes! You will onboard several people each month using a well-architected onboarding process and partnership with People Operations, utilizing identity management and OS deployments.
• Manage a fleet of MacOS, Ubuntu, and Windows computers and their associated management platforms (Mosyle, Landscape, and InTune).
• Manage the available inventory of computers to meet the onboarding demands and lifecycle replacement.
• Support the Okta IdP that provides zero-trust access to the applications, managing groups, and application administration.
• Take ownership and administration of SaaS platforms, including Google Workspace, Slack, JIRA, Confluence, GitLab, and others, implementing secure and scalable solutions for various teams.
• Occasionally travel to support new and existing site locations, deploying network and storage infrastructure. You ll set up the local IT office infrastructure where company autonomous vehicles are deployed!
• Participate in on-call and incident response as needed.
• Document systems, knowledge, and processes for end-users in Confluence.

Requirements

• Experience in the following:
  • 5+ years of professional working in IT support with networking/system administration exposure
  • 5 years of professional experience working with InTune, Mosyle, and other MDM and identity platforms
  • 1+ year scripting or programming experience (Shell/Bash, Python, etc.)
  • Intermediate experience troubleshooting and diagnosing network issues
• Expertise in MacOS and Windows operating systems, strong familiarity with Ubuntu Linux distributions
• Intermediate knowledge and understanding of networking principles and protocols
• Working knowledge of change management best practices
• Hobbyist understanding of end-user desktop and laptop hardware selection to meet technology needs
• Independence and practical experience with defining the specification and executing it
• A demonstrated ability to positively interact with customers, providing a friendly, welcoming environment for supporting employees and end users