Desktop Support IT Specialist POST NUMBER: 472187
You’re an Desktop Support specialist and tech enthusiast with a passion for customer support.
Your keen eye for detail ensures that we provide excellent technical and customer support, and you excel at proactively solving complex problems. As a forward-thinking team player, you contribute positively to a collaborative environment, consistently seeking ways to enhance functionality and improve user experiences. With a strong customer-centric approach, you are dedicated to providing exceptional support and training to end-users.
About this role
We are looking for a Desktop Support specialist to assist the CorpIT Support team and partner with Workplace, IT Engineering and Onboarding teams.
This role will serve as a point of contact for the EMEA region employee lifecycle management (onboarding and offboarding), office initiatives, local and global events. This person will be responsible for anchoring to our IT SLAs and providing excellent end user support for our team.
Our ideal candidate will be strong technically, a proactive personality, someone with a desire for learning and helping the team.
What you'll be doing:
- Provide L1 and L2 technical support to Udemy internal customers for all end user computing technologies, escalating requests where needed.
- Be the onsite point of contact for IT requests, primarily in our Dublin office and remote employees across EMEA
- Cross collaboration with various teams including Workplace, IT Engineering, and Onboarding
- Address all end user IT requests, work with L3 teams for various operational projects, identify gaps in CorpIT Support process, document, and resolve. Research, assist and test enterprise solutions for our L3 teams when needed.
- Employee and hardware lifecycle management including: onboarding, application provisioning, deprovisioning, and offboarding
- Assist with tier 1 & 2 MDM system requests, asset management, and maintenance. Learn through our Udemy platform how to perform patch management and endpoint automation to assist in L3 efforts and more.
- Assist with IT support for various Workplace and Corporate Comms initiatives, office moves, A/V & maintenance where needed.
- Exhibit a solutions-oriented mindset
- Technical support background (2 years minimum) with knowledge of cloud-based application architectures and methods used to manage them including: Okta Admin, GSuite Admin, Slack and JAMF required. Active Directory, Intune, and SnipeIT are a plus.
- 2 years experience working with MacOS, Windows, iOS, and Android preferably in a SaaS environment.
- Ability to configure, image, install, and troubleshoot hardware including laptops, video conferencing, audio visual and end user peripherals
- Experience supporting staff in an office based setup, executive level staff at a regional level (EMEA) is a plus.
- Experience scaling and supporting a growing organization. Ability to work independently, navigate day to day operations with limited direction through building business partner relationships.
- Ability to navigate various ITSM ticketing systems, knowledge of Jira Service Management preferred. You have a data driven mindset and leverage historical data for decision making and process improvement.
- Clear and concise communication, organization, and writing skills with vendors, employees and e-staff. Able to assist executive level teams efficiently, prioritize tasks, and be the “face of IT” with stakeholders.
- Must have the ability to resolve end user issues through research, persistence, team collaboration, personal research, and the desire to proactively learn on one’s own.
- Knowledge of administration panels for SaaS tools including but not limited to: Google, Okta, Atlassian suite, Zoom, Adobe, Box, DocuSign, Slack, and Microsoft
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
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Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
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Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.