Help Desk Support Technician

Lume Deodorant • New York, NY

31d • $70,000 - $80,000 • Hybrid

About The Position

At Mammoth Brands, we’re seeking experienced tech-savvy Help Desk Support Agent to ensure our team has a seamless, connected work experience across both in-office and remote setups. You’ll be instrumental in our day-to-day technical operations, helping to maintain, troubleshoot, and optimize essential systems and tools like JAMF, Microsoft 365, Slack, Zoom, Google Workspace, and OneLogin, ensuring everything runs efficiently and supporting our growing team. You’ll make a meaningful impact by supporting infrastructure reliability and ensuring our tools run efficiently to meet the needs of our growing team.

Requirements

• 1-3+ years of hands-on experience with key tools, such as JAMF, Microsoft 365, Slack, Zoom, Google Workspace, and OneLogin.
• Proficiency in supporting both MacOS and Windows OS environments, with strong understanding of AV systems like Zoom Rooms and Google Meet.
• Strong knowledge of networking protocols and troubleshooting, including DNS, DHCP, TCP/IP, and general LAN/WAN management.
• Demonstrated ability to perform root-cause analysis and resolve complex technical issues in a high-availability, fast-paced environment.
• Excellent written and verbal communication skills, with the ability to simplify technical issues for non-technical users.
• Strong interpersonal skills and customer service orientation.
• Ability to follow established procedures while proactively identifying opportunities to improve operational efficiency.
• Skilled at creating and maintaining clear technical documentation
• Proven track record of working effectively in a team, providing high-level support, and coordinating with cross-functional partners.

Nice To Haves

• Relevant industry certifications such as CompTIA A+, Microsoft 365 Certified, JAMF Certification, or AV-related certifications.
• Proactive and Process-Oriented
• Collaborative Team Player

Responsibilities

• Provide Daily Infrastructure Support
• Respond to and resolve technical support requests for hardware, software, and network issues across MacOS and Windows OS environments.
• Assist team members with setup, troubleshooting, and maintenance of core tools, including Microsoft 365, Google Workspace, Slack, and Zoom.
• Device Provisioning and User Management
• Oversee device setup, user onboarding, and account management using tools like OneLogin, JAMF, and Microsoft Entra.
• Ensure a smooth user experience by maintaining system configurations and managing user profiles organization-wide.
• Troubleshoot AV and Communication Systems
• Maintain and troubleshoot AV setups, including Zoom Rooms and Google Meet Conference Rooms, to ensure seamless communication for both remote and in-person teams.
• Technical Issue Resolution and System Reliability
• Diagnose and resolve network connectivity issues (e.g., DNS, DHCP, TCP/IP), server access problems, and software performance challenges.
• Perform root-cause analysis to prevent recurring issues and improve overall system reliability.
• Support Infrastructure Projects
• Assist with system upgrades, rollouts, and new hardware/software implementations to enhance operational efficiency and scalability.
• Collaborate on technology projects that drive improvements across the organization.
• Documentation and Knowledge Sharing
• Develop and maintain internal knowledge base articles, how-to guides, and process documentation to support technical consistency and transparency across the team.
• Customer-Focused Troubleshooting
• Act as a liaison between employees and technical teams, translating complex infrastructure issues into simple, actionable solutions while delivering high-quality customer service.
• Hardware Lifecycle Management
• Manage the lifecycle of hardware assets, including procurement, deployment, and decommissioning, while ensuring compliance with company policies and maintaining accurate asset tracking.

Benefits

• Medical, dental, and vision coverage
• 401k match
• Equity in Mammoth Brands
• Flexible time off and working hours
• Wellness and L&D stipends
• 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years
• 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood
• Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop
• Free products from all of our brands

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees