Senior Helpdesk Technician, IT

Agility Robotics•Salem, OR

1d•$63,000 - $81,000•Onsite

About The Position

Agility’s commercially deployed humanoids operate alongside teams in warehouses, manufacturing facilities, and distribution centers—tackling physically demanding and repetitive tasks while enabling workers to focus on higher-value work. With industry-leading safety standards and years of proven deployment data, we're pioneering a new era of automation that enhances human potential. What We Do The IT team has the twin responsibilities of making the technology that every Agility Robotics uses as effective and frictionless as possible while also optimizing the performance of our corporate technology stack. We do that by promoting secure, repeatable processes, supporting data wherever it lives, and delivering self-service solutions whenever possible. Everyone at Agility Robotics is a stakeholder and a partner. IT has a diverse range of functions, including incident response, laptop support, office networking, audio/visual administration, SaaS application integration, new hire orientation, and end-user training. Responsibilities Collaborate with the rest of the IT to manage inbound support requests and incidents, and resolve them according to our service level agreements. Provide superior customer support in-person, in our ticketing system, and via Slack/email. Provide the skills for our employees to effectively use our corporate tools and become IT advocates. Support the smooth onboarding of new hires and manage the full employee IT lifecycle. Setup, maintain, and strengthen the in-office LAN, WiFi, audio-visual, conferencing, and computing systems. Identify trends in request tickets and help build automation and process improvements to make the system work better over time and intelligently reduce risk. Secure configuration and access management of our operational production endpoints in AWS, GitHub, Google Cloud, G Suite, Okta, and other systems of record. Participate in weekly sprints and IT projects, both as a contributor and as a leader. This role is located in Salem. You must work in our Salem office for direct end user support.

Requirements

Experience with our IT tools and platforms of choice,
Operating systems including macOS, Ubuntu, and Windows 11
SaaS platforms including Okta, GitHub, Slack, Google Workspace, Jamf, Zoom, and Jira/Jira Service Management.
Experience in a multi-input, fast-paced IT support organization that prioritizes customer service, security, and innovation.
The ability to thrive as a regional operator as part of a geographically diverse team.
Comfortable working in spoken and written English.
A love for problem solving, and a commitment to frictionless risk reduction. You dig into the root causes of issues, think outside the box, and strive for “secure by default” whenever possible.
Experience maintaining and troubleshooting common small office networking products.
Familiarity with Agile frameworks to keep projects on track and delivered at velocity.

Responsibilities

Collaborate with the rest of the IT to manage inbound support requests and incidents, and resolve them according to our service level agreements.
Provide superior customer support in-person, in our ticketing system, and via Slack/email.
Provide the skills for our employees to effectively use our corporate tools and become IT advocates.
Support the smooth onboarding of new hires and manage the full employee IT lifecycle.
Setup, maintain, and strengthen the in-office LAN, WiFi, audio-visual, conferencing, and computing systems.
Identify trends in request tickets and help build automation and process improvements to make the system work better over time and intelligently reduce risk.
Secure configuration and access management of our operational production endpoints in AWS, GitHub, Google Cloud, G Suite, Okta, and other systems of record.
Participate in weekly sprints and IT projects, both as a contributor and as a leader.

Benefits

401(k) Plan: Includes a 6% company match.
Equity: Company stock options.
Insurance Coverage: 100% company-paid medical, dental, vision, and short/long-term disability insurance for employees.
Benefit Start Date: Eligible for benefits on your first day of employment.
Well-Being Support: Employee Assistance Program (EAP).
Exempt Employees: Flexible, unlimited PTO and 10 company holidays, including a winter shutdown.
Non-Exempt Employees: 10 vacation days, paid sick leave, and 10 company holidays, including a winter shutdown, annually.
On-Site Perks: Catered lunches four times a week and a variety of healthy snacks and refreshments at our Salem and Pittsburgh locations.
Parental Leave: Generous paid parental leave programs.
Work Environment: A culture that supports flexible work arrangements.
Growth Opportunities: Professional development and tuition reimbursement programs.
Relocation Assistance: Provided for eligible roles.
Annual Discretionary Bonus: Provided for eligible roles.