IT Support Associate

Nava PBC

6h•$69,600 - $78,300•Remote

About The Position

The IT Support Associate plays an integral role in maintaining the essential information technology infrastructure of Nava. The incumbent will be responsible for planning, managing and directing the technical onboarding of new hires and offboarding of departing employees, as well as making determinations to support existing employees' software license management, hardware issues, and audio-visual needs. Lastly, they will be responsible for large-scale asset and device management, in addition to collaborating with the IT Manager in emergency response incidents like lost hardware or account breaches. All work will be done in support of Nava’s values: Be Active Stewards, Pursue the Root Cause, Think Long-Term, Build Together, Inclusion is Essential and Progress Takes Work.

Requirements

1+ years of experience in IT support or tech-forward customer service support
An adaptive, empathetic, collaborative, curious, and positive mindset
Experience with organizational software administration (G Suite)
Experience managing basic IT, e.g. A/V setup and configuration
Highly organized, resourceful, reliable, and detail-oriented
Ability to work independently and autonomously within a distributed team while soliciting feedback when necessary
Ability to think strategically around trade-offs and short term vs. long term benefits
Excellent written and verbal communication skills
Legal authorization to work in the United States
Ability to meet any other requirements for government contracts for which candidates are hired
Work authorization that doesn’t require visa sponsorship, now or in the future
May be subject to a government background check or security clearance, depending on the contract
This role requires you to work from the contiguous United States.

Nice To Haves

Experience administering software for distributed 650+ person team
Beginner's knowledge of security practices and administration of security software (SentinelOne / Carbon Black)
Ability to build and form strong relationships both internally and externally

Responsibilities

IT End User Full Lifecycle Management
Responsible for planning, managing, and directing all aspects of equipment and software onboarding of new hires at all levels (e.g., account creation, hardware delivery, information security training, etc)
Independently evaluates employee capabilities and needs with respect to training, researches, and provides direct training and support to employees who are unfamiliar with our core tools, core infrastructure, and hardware
Manages all aspects of technical offboarding (e.g., account deletion, suspension, data transfer, release or return of Nava equipment) for departing employees
Researches and recommends technical and non-technical solutions for IT challenges
Interfaces directly with external vendors on an as-needed basis to evaluate and support the purchase of tools or licenses for tools
Acts as the designated backup to the IT Director on necessary tasks (e.g., vendor management, strategic planning and discussion, etc) when the IT Director is unavailable
Manage sensitive matters with a high level of confidentiality and discretion especially decisions directly impacting the global operations of the company
Evaluates and makes determinations in order to grant software licenses to new and existing employees
Maintains existing licenses and coordinates with Finance to procure and process invoices for software licenses
Evaluates and recommends actions for end user problems with hardware and software licenses
Device and Asset Management
Procures new computers and other hardware for new employees, as well as longer-term employees whose hardware has issues
Researches and recommends actions to address end user issues with hardware as they arise
Ensures an appropriate inventory of computers, A/V equipment, and other devices that belong to Nava
Coordinates with vendors to assist with malfunctioning devices
Takes necessary action to wipe and assess returned devices when returned by users
A/V Support
Provides onsite A/V support for Nava events
Supports the A/V needs for teams as they conduct virtual and in-person events that can involve Nava employees or the general public
Evaluates and troubleshoots A/V matters
Emergency Response Management
Review, evaluate, and make recommendations in connection with information technology emergency matters
Working with the IT Director to quickly and thoroughly respond to emergencies such as lost hardware or security breaches

Benefits

Health coverage — comprehensive medical, dental, and vision plans to support your overall health needs
Insurance coverage — Nava provides disability, life, and accidental death insurance at no cost
Time off — vacation, holidays (including Juneteenth), and floating holidays to rest and recharge
Company holidays — enjoy 12 paid federal holidays each year on top of your regular PTO
Annual bonus — when Nava meets its goals, eligible employees receive a performance-based annual bonus
Parental leave — paid time off for new parents, plus weekly meals delivered to your home
Wellness program — full platform offering physical, mental, & emotional health resources & support tools
Virtual care — see doctors online with no copay through UnitedHealthcare’s virtual visit program
Sabbatical leave — earn extended unpaid leave after continuous service for personal growth or rest
401(k) match — Nava matches 4% of your salary to support your retirement savings plan
Flexible work — remote-first environment with flexibility built around your schedule and responsibilities
Home office setup — company laptop & setup assistance provided via Staples for remote work needs
Utility support — monthly reimbursement to help offset eligible home office utility expenses
Learning opportunities — internal training programs and resources to help grow your professional skills
Development opportunities — LinkedIn Learning access & an annual allowance for courses, tuition, & certs
Referral bonus — get rewarded when you refer great people who join the Nava team
Commuter benefits — pre-tax commuter programs to support in-office travel when applicable
Supportive culture — A collaborative and remote-friendly team environment where people genuinely care