About the position
Our information technology team is the foundation behind every endeavor at SailPoint. They ensure that all of our orgs are able to execute, connect and innovate in a secure environment through duties such as supporting network databases and systems, updating system hardware and software, troubleshooting for system errors, and assisting team members in supporting all data security and optimization. SailPoint, the industry leader in Identity Security, is seeking an experienced and dynamic IT professional to support SailPoint crew members. This position will be responsible for providing technical support to SailPoint crew members in their respective region as well as coordinating escalations, logistics and other support needs for team members globally.
Responsibilities
- Document processes and take inventory of systems
- Create documentation of solutions to reported issues, resolution steps, support procedures
- Be the first point of contact for all technical support issues
- Escalate trouble tickets to our infrastructure and development teams as appropriate
- Coordinate end user support with other Helpdesk team members or teams
- Perform basic Active Directory/O365 administrative tasks
- Perform hardware and software maintenance / troubleshooting on all end user equipment
- Perform preventative maintenance on equipment and software
- Provide support and assistance to local and remote employees
- Track and document your work clearly and efficiently
- Assist with administering new and existing systems and software
- Perform other duties as assigned
Requirements
- Experience creating documentation, how to articles or equivalent
- Proven troubleshooting abilities with a strong customer service orientation
- Ability to effectively prioritize and execute tasks, be organized and manage your time
- Ability to exercise good judgement
- Ability to setup, install, configure, and troubleshoot basic Windows and Mac applications
- Excellent oral and written communication skills
- Excellent self-task management skills
- Familiarity with setup, install, and configure of Android and iOS devices preferred
- Familiarity with automated provisioning tools, service desk software preferred
- Customer service oriented
Benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
