The RoundGlass Helpdesk Technician will deliver superior IT service and support for the organization, including RoundGlass End Users and Leaders and the Collectives and their teams. The technician will bring a customer-focused approach to the role that assures that the team has technology built, configured, and maintained to ensure maximum productivity.
In this role, you will proactively collaborate and coordinate with other functions and confirm that IT services are functioning as designed. The technician will need to be available to travel as needed to a variety of RG locations and off-site events, as well as occasionally be available to work outside normal business hours. This is a role well-suited to an ambitious professional, looking for the next step in their career.
You will display a positive attitude with both internal and external customers, striving to always exceed expectations. You are able to make sound decisions and be a selfless team player and an enthusiastic proponent of change.
This position will report to the Bellevue, WA office (hybrid). What you’ll do:
- Provide high-level IT support for the RG organization
- Manage support-related work and perform problem resolution for various software and system components
- Interface with business teams in support of projects and provide general knowledge of enterprise applications
- Act as an escalation for all Tier 1 and 2 Service Desk issues
- Manage Active Directory objects, troubleshoot object issues, and assist in AD maintenance
- Lead front-line and escalation support for corporate applications, providing end-user support and knowledgebase authoring.
- Route tickets to other technology and business teams and work to resolve systemic issues.
- Analyze specific hardware configurations and propose replacement solutions for end-of-life hardware
- Diagnose, perform root cause analysis, and resolve technical hardware and software issues
- Provide technical mentorship and guidance for other helpdesk staff members
- Support of conference room A/V equipment including video conferencing
- Troubleshooting client-side network issues including VPN
- Research issues and questions using available internal and external information resources
- Create and maintain documentation for standard service desk procedures and resolutions
- Utilize ticket tracking system to document all support incidents
- Identify opportunities for automation, and assist with the development of automation systems
- Participation with research, planning, scoping, implementation, and ongoing support for projects
- Participation with maintaining inventory of hardware, software, and support assets
Who we’re looking for:
- Ability to anticipate, identify and resolve complex issues.
- Demonstrated oral and written communication skills and ability to work cross-functionally.
- Demonstrated ability to multi-task, perform in a fast-paced environment amp; respond quickly to situational needs as they arise
- Expert-level knowledge of the following technologies:
- IOS devices - iPhone, iPad
- MacOS devices (Intel x86-based hardware)
- 5+ years of customer support/service and advanced technical troubleshooting experience
- 5+ years of experience working with Microsoft Windows, Microsoft Exchange, O365, and M365 end-user administration
- 3+ years of performing Active Directory administration tasks
- Strong understanding of mail flow and spam filter implementation
- Adept and creative trouble-shooter with an ability to solve both technical and non-technical problems
- Knowledge of TCP/IP networking and client/server architectures
- Experience creating new and editing existing (PowerShell) scripts and automation
- The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education
We got you covered:
- Our employees are the most important asset and that’s reflected in our wide range of benefits including unlimited access to RoundGlass wellness app.
- Medical/Vision/Dental and HSA
- Life Insurance and Disability
- Retirement Plan
- Employee Assistant Program
- Generous PTO and Paid Holiday
Why RoundGlass:RoundGlass was built on the vision that wellbeing should be at the very center of our life journey. We are not only reimagining how the world experiences wellbeing, but how companies (like our own) support the wellbeing of their people.
We’re a group of talented, socially-conscious, gritty, innovators using technology and human energy to create a vibrant wellness ecosystem. Together, we’ve built an amazing community and we are always looking for people who share our passion. To learn more, visit our Website, Facebook, Instagram and LinkedIn.<