Helpdesk Specialist

Probely • Boston, MA

3d

About The Position

Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure as AI transforms how software is built. Our AI-native Developer Security Platform integrates seamlessly into development and security workflows, making it easy to find, fix, and prevent vulnerabilities — from code and dependencies to containers and cloud. Our mission is to empower every developer to innovate securely in the AI era — boosting productivity while reducing business risk. We're not your average security company - we build Snyk on One Team, Care Deeply, Customer Centric, and Forward Thinking. It's how we stay driven, supportive, and always one step ahead as AI reshapes our world. Why this role? We're looking for a Helpdesk Specialist to join our IT team, providing technical support across all offices, facilitating internal usage of tools and systems, managing the offices' IT infrastructure, and implementing policies and cross-functional IT initiatives that help enable Snyk to scale globally. The IT team collaborates with all of Snyk's departments to support the evaluation, implementation and operation of technologies across the different departments. You are experienced with existing technologies, and comfortable with new ones. You are a problem solver with excellent execution and communication skills. You will use this experience to define the systems and policies that will help Snyk in its rapid growth.

Requirements

• Have 2-3 years of experience as a Help Desk or Systems Engineer
• Have great tech experience & skills in the areas of problem determination, and troubleshooting of end user problems
• Using expertise, analyze & resolve the user problem at 1st contact via phone and remote session.
• Have demonstrated computer skills, Handle service requests from company users.
• High School Diploma or college courses/certificates in related field (computer science, information technology)
• Excellent Knowledge with macOS.
• Have strong technical skills and experience managing a large portfolio of business applications
• Excellent troubleshooting skills in hardware and software issues,Ability to diagnose and resolve advance technical issues
• Good understanding of computer systems, mobile devices and other tech products, including A/V equipment
• Multitask with the ability to work in a dynamic environment
• Are user-focused and enjoy building effective relationships with stakeholders at all levels of the company's
• Are able to adapt in a fast-paced environment, with the ability to manage competing priorities and multi-task
• Ability to cover after-office hours and weekend support if there are any infrastructure issues.

Nice To Haves

• Have good knowledge of networks, including TCP/IP, LAN, VLAN, WLAN. VPN systems (IPSEC)
• Have coding experience and experience with the use of APIs to automate processes and integrate systems
• Have experience managing access control systems and SSO
• Have a basic understanding of Linux OS

Responsibilities

• Supporting the day to day operation of Snyk's offices, including Networking and Conferencing.
• Supporting Snyk's employee base with a data driven approach and a focus on user satisfaction
• Supporting the onboarding of new employees, and offboarding of leaving employees
• Understanding our current technology stack and its usage across the company, as well as current gaps and requirements for future tools and systems
• Identifying and prioritizing organizational opportunities for automation, software adoption.
• Collaborating with the rest of the CIS team in defining policies and procedures, and making recommendations for operational best practices

Benefits

• Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.
• Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
• Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
• Health benefits, employee assistance plans, and annual wellness allowance
• Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED