Homeoffice IT Desktop Services Analyst (Temp) chez Rocket lawyer

About the Role

This position is a temporary contract for an initial duration of 3 months, with the potential for extension.

Join our team in this hybrid work-based role located in San Francisco, where you'll troubleshoot IT issues for employees globally. You'll monitor and resolve inquiries through our IT support channels, supporting Mac/PC systems, mobile devices, printers, and A/V equipment. Efficiency in issue resolution and collaboration with your team are essential, knowing when to escalate concerns. Additionally, you'll maintain our knowledge base, assist in onboarding/offboarding processes, and optimize Helpdesk operations to enhance our IT support services.

Responsibilities

• Troubleshoot incoming issues from employees around the globe
• Monitor internal IT support channels and support employees' requests onsite or remotely
• Provide day-to-day support and troubleshooting of Mac/PC systems, mobile devices, office printers, A/V and Video Conferencing systems
• Troubleshoot issues effectively and efficiently
• Know when to use your team’s resources and when to escalate
• Keep our knowledge base up-to-date and provide training when needed
• Facilitate onboarding and off-boarding of employees
• Identify ways to streamline common processes and ensure we maximize value within the Helpdesk
• Maintain asset inventory, software purchases, licenses
• Facilitate local IT logistics for US region shipping/receiving assets as necessary 
• Perform audits across our SaaS portfolio

Requirements

• Must be available to work in a hybrid role out of our San Francisco Office
• Experience supporting office relocation 
• 2-4 years experience in a Helpdesk role working out of a ticketing queue
• Familiarity with SSO providers as well as standard protocols like SAML, SCIM, OAuth, etc. 
• Intermediate knowledge and experience with Mac OS X and Windows troubleshooting and support in an enterprise environment
• Experience with basic networking technologies such as WAN, LAN, WiFi, DNS, DHCP, etc.)
• Excellent communication and customer service skills you work well with anyone, including executive team members
• 2 years administration of Google Workspace (mail, calendar, docs, etc.) 
• Have a knack for technology; You can figure out any system and learn on the go
• Strong attention to detail and accuracy
• You are not afraid to ask for assistance, and you know how to craft good questions
• Experience identifying process challenges and assisting in fixing them
• Work experience in a fast-paced startup environment
• You’ve worked in a role where you’ve relied on partnerships with other operational teams like HR, Facilities, Finance etc

Preferred Qualifications:

• Dialpad phone and call center applications
• Experience with Google Meet video conferencing
• Scripting experience (Powershell, html, php, shell, bash, python, etc.)
• Windows Server, VMware, and Active Directory administration
• Kandji/Jamf administration
• Microsoft Intune administration
• BetterCloud administration
• Google Cloud administration
• Atlassian Jira and Confluence administration

Benefits & Perks

• Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
• Unlimited PTO
• Competitive salary packages
• Life insurance
• Disability benefits
• Supplemental Optional Life Insurance Benefits
• FSA Options Optional
• HSA with Company Match
• 401k program with Company Match
• Fertility Assistance and Planning options
• Wellhub & ClassPass fitness platforms
• Comprehensive Pet Insurance options
• Financial Wellbeing & Student Loan Program access
• Access to additional Mental Health & Wellbeing resources
• Pre-tax Commuter/Transit Benefits
• Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates