IT Helpdesk Technician

📋 Description

• • Support and maintain core IT systems including Google Workspace, JAMF MDM, and endpoint security tools to ensure seamless operations for a globally distributed remote team.
• • Execute end-to-end IT onboarding and offboarding processes, including hardware provisioning, device setup, software installation, and access management for employees across time zones.
• • Serve as the primary point of contact for daily IT support via Slack, email, and video calls, resolving technical issues related to devices, applications, VPNs, password managers, and network connectivity.
• • Ensure all employee devices are properly patched, updated, and compliant with company security policies, performing regular audits and remediation tasks as needed.
• • Manage and maintain accurate inventories of hardware and software assets, tracking allocations, returns, and lifecycle status across the global workforce.
• • Administer and support the company’s collaboration stack including Slack, GitHub, Asana, Chrome, Microsoft Office, and 1Password, providing troubleshooting and user guidance.
• • Develop, update, and maintain internal IT documentation and knowledge base articles to empower employees and reduce repetitive support requests.
• • Collaborate closely with HR, Security, and People teams to align IT processes with employee lifecycle events and security compliance requirements.
• • Proactively identify recurring technical issues and recommend process improvements to enhance system reliability and reduce ticket volume.
• • Respond to time-sensitive IT requests with urgency and accuracy, maintaining high customer service standards while managing a high-volume ticket queue.
• • Assist in implementing and enforcing IT policies related to data security, device usage, and remote access protocols across all regions.
• • Provide clear, empathetic, and patient technical explanations to non-technical employees to ensure understanding and adoption of IT tools and procedures.
• • Monitor system alerts and perform routine maintenance tasks to prevent disruptions and ensure minimal downtime for team members.
• • Stay current with emerging IT tools and best practices in remote-first environments, suggesting upgrades or replacements that improve efficiency and security.
• • Participate in cross-functional initiatives to scale IT operations as the company grows, adapting workflows to support increasing headcount and geographic diversity.
• • Coordinate with vendors and external providers for hardware procurement, repairs, and software licensing management.
• • Maintain strict confidentiality and data privacy standards when handling employee information and system access credentials.
• • Contribute to continuous improvement of the employee IT experience by gathering feedback and iterating on support processes.