Staff IT Helpdesk Specialist

Juniper Square, Inc.

Job Overview

Location

USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Staff IT Helpdesk Specialist at Juniper Square, you will play a critical role in enabling seamless technology experiences for a distributed workforce across the U.S., Canada, India, Luxembourg, and England, directly supporting the company’s mission to digitize private markets and improve access to financial ecosystems through reliable, secure, and user-focused IT operations.
• You will serve as a trusted technical advisor and escalation point, bridging frontline support with system administration expertise to ensure high availability, security compliance, and user empowerment in a fast-paced, values-driven organization that prioritizes innovation and inclusivity.
• Troubleshoot & Resolve User Issues: Monitor and triage IT support queues, investigate and resolve software, hardware, and networking problems ranging from routine to complex, escalating to system administrators when necessary while maintaining adherence to service-level agreements and providing timely status updates.
• Provide Timely Responses & Remote Support: Deliver prompt, clear communication on issue status and conduct remote support sessions to diagnose and resolve technical problems efficiently, ensuring minimal disruption to user productivity across diverse devices and locations.
• Training & Guidance: Educate employees on basic IT principles, security best practices, and self-service fixes through clear, accessible guidance, empowering users to independently resolve common issues and reduce repeat tickets.
• Leading & Mentoring: Act as a knowledge bridge between system administrators and the helpdesk team by deepening expertise in specialized systems, becoming a subject matter expert (SME), and actively transferring knowledge to strengthen team-wide troubleshooting capabilities and procedural consistency.
• Document IT Issues & Solutions: Maintain accurate, detailed records of all help requests, troubleshooting steps, resolutions, and follow-ups in the IT ticketing system (e.g., Jira) to support knowledge retention, audit readiness, and continuous improvement.
• Knowledge Management: Develop and maintain end-user instructions, IT FAQs, and a living knowledge base to standardize support processes and reduce dependency on individual expertise.
• Hardware & Software Setup: Install, configure, and maintain laptops, printers, and company software (including Google Workspace, Office365, Slack, Zoom, Atlassian suite) for end-users; ensure timely updates and manage full lifecycle of devices during onboarding and offboarding.
• Network Support: Diagnose and resolve network connectivity issues, including Wi-Fi and VPN problems, to ensure reliable remote and on-site access to corporate resources.
• Lead IT Onboarding: Facilitate New Hire Onboarding sessions focused on IT and security best practices, collaborating with cross-functional teams to ensure a smooth, secure, and welcoming day-one experience for new employees.
• Participate in Rotating On-Call: Serve as an escalation point during after-hours and weekend support rotations, providing timely response to critical incidents when needed.
• Software Maintenance: Monitor and manage software licenses and renewals under your purview to ensure compliance, avoid service interruptions, and optimize cost efficiency.
• Assist with IT Projects: Own or contribute to IT initiatives as needed, supporting system upgrades, migrations, or process improvements aligned with organizational goals.
• Assist with Major Incidents: Support incident response efforts by gathering evidence, conducting remediation tasks, and helping draft employee communications during significant disruptions or security events.
• Maintain IT Security Standards: Integrate security mindfulness into every support interaction, enforce compliance with policies, assist during audits and assessments, and contribute to ongoing security and compliance initiatives.

🎯 Requirements

• Bachelor’s degree (technical field preferred but not required)
• 6+ years of IT technical experience in a service desk or helpdesk environment
• Strong knowledge of macOS, Windows, iOS, and Android operating systems
• Proficiency with Google Workspace, Okta, Atlassian tools (Jira), Slack, Zoom, MS Office, and telephony systems
• Deep experience troubleshooting computer hardware and managing MDM solutions for Mac, Windows, and mobile devices
• Experience with IT ticketing systems (e.g., Jira), remote access VPN troubleshooting, and Office365
• Strong understanding of IT security protocols, cloud-based services, and ability to uphold security standards during support interactions
• Exceptional customer service and communication skills, with ability to explain technical concepts to non-technical users
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced startup environment

🏖️ Benefits

• Health, dental, and vision coverage for you and your family
• Life insurance, mental wellness support, and fertility/growing family benefits
• Flex Time Off in addition to company-paid holidays, plus paid family, medical, and bereavement leave
• Retirement saving plans, annual professional development stipend, and home office technology allowance
• Retirement saving plans, annual professional development stipend, and home office technology allowance

Skills & Technologies

REST

iOS

Android

Senior

Remote

$104k-130k

Degree Required

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Juniper Square, Inc.

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About Juniper Square, Inc.

Juniper Square is a SaaS provider focused on investment-management software for the private funds industry. Founded in 2014 and headquartered in San Francisco, the platform streamlines fundraising, investor onboarding, capital calls, distributions, reporting, and compliance workflows for real estate, private equity, and venture capital managers. It integrates CRM, document management, e-signature, and analytics into a single cloud system to reduce manual processes and improve transparency. The company serves hundreds of fund sponsors managing tens of thousands of investors and billions in assets under administration.

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