IT Helpdesk Support

Become an IT Help Desk Support member for Bloomreach! You will be responsible for providing excellent service and resolving technical issues for employees. This role requires customer service experience in both onsite and remote capacities, as well as proficiency with ticketing systems and SaaS platforms. You should have the ability to diagnose and troubleshoot technical issues, document processes, and communicate effectively with both technical and non-technical users. Additionally, you should be adaptable, organized, and have a passion for learning new technologies.

• Serve as the first point of contact for users seeking IT support over email, chat, and phone
• Complete ticketed support items in a timely fashion along with recorded detailed notes and events
• Assist with onboarding & offboarding of users
• Aid users through IT troubleshooting and problem-solving process for online SaaS platform, Windows and macOS operating systems, and hardware
• Administer cloud services e.g. Google Workspace (formerly G Suite), Slack, JumpCloud, Jira, Office365, and more
• Direct unresolved issues to the next level of IT support
• Be creative, take your own initiative, and solve challenging problems
• Organize company-owned desktop & laptop hardware inventory on-site by printing and applying label asset tags to hardware assets
• Physically examine and evaluate returned company hardware from employees to determine if service repairs are required prior to redeployment or if retirement from inventory is warranted
• Initiate computer wipe and OS reinstallation on returned company hardware (macOS, Windows 10-11)
• Maintain IT asset inventory by recording and tracking company-owned desktop & laptop hardware both on and offsite using cloud-based asset management software
• Identify, analyze, and address gaps in inventory processes by performing and documenting periodic hardware asset audits
• Maintain office-specific documentation and KBs on the support of on-site hardware and relevant applications

• 3+ years of customer service experience in an enterprise corporate setting in an onsite and remote capacity
• 3+ years of experience with any of the following ticketing systems: Zendesk, ServiceNow, Jira, Service Desk, Freshservice, RT (Request Tracker), Spikeworks, HappyFox
• 2+ years of previous experience with any of the following SaaS platforms: Google Workspace, Office 365, JumpCloud, Okta, Atlassian Jira
• 1+ years of MDM experience with any of the following platforms: Jamf, Mosyle, MobileIron, Fleetsmith, Apple Business Essentials
• Must have the ability to diagnose, troubleshoot and resolve basic to intermediate technical issues
• Proven ability to document and explain technical processes to both skilled, internal team members and external laymen users seeking IT support
• Flexible and adaptable; able to work under pressure and continually context switch
• Strong proficiency in English
• Customer-service oriented with excellent written and verbal communication. You empathize with those who come to you with their issues and make sure they understand you care about those problems
• Confident and willing to deal with emerging problems, immediate tasks and long-term projects
• Must be organized, self-motivated, professional, responsive and have a sense of urgency
• Have a passion for constantly learning new technologies, trends and opportunities
• Have a keen eye for detail; are the type of person who often spots overlooked issues and anticipates upcoming potential problems
• Comfortable performing various technology focused office tasks (troubleshooting office printer, changing toner, troubleshooting office TVs, power cycling conference room equipment and wireless access points, etc)

• Flexible working hours
• Remote work option
• Opportunity to impact hundreds of millions of customers in the online space
• Access to digital experience for top international e-commerce companies
• Opportunity to work with a global information security and technology team
• Professional development workshops and competency maps
• Communication coaching and leader development program
• $1,500 professional education budget
• Employee assistance program for non-work-related challenges
• Subscription to Calm sleep and meditation app
• 'DisConnect' days for relaxation and activities away from the screen
• Sports, yoga, and meditation opportunities
• Restricted Stock Units or Stock Options
• Company performance bonus
• Employee referral bonus
• Work anniversary celebrations