Technical Support Specialist

Job Description

• Translate technical knowledge to users with a broad range of experience/expertise levels • Provide issue resolution to user inquiries and service requests via multiple communication channels, including email, slack, zoom, and ticketing system in a timely and efficient manner • Perform day-to-day operation, maintenance, analysis, and troubleshooting; act as a Tier 1 technical support • Liaise between internal users, external resources, and technical partners to support information technology services across the organization • Assist users with account management tasks, including password resets, access provisioning, permissions management, and other general technical issues promptly • Provide guidance and training to users on basic technical tasks and best practices to enhance their overall IT literacy and self-sufficiency • Support new user onboarding, access management, device procurement and provisioning, and assisting with offboarding • Handle complex issues and escalations independently, pulling in the other teams as needed • Prior experience supporting ERP systems preferred (NetSuite). • Assist with the development of support documentation for end user audiences • Offer project support were necessary and approved by CTO

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred) or equivalent work experience • 1-2 years’ experience in a Help Desk or technical support role • Experience providing technical assistance for Google Workspace (GWS) • Experience working with IT support ticketing systems such as Asana • ERP systems experience desirable (NetSuite preferred) • E-commerce platform experience desirable (Shopify preferred) • Experience with Business Intelligence reporting platforms, such as Tableau or PowerBI, preferred • Positive attitude and willingness to assist wherever needed. • Strong technical, analytical, and critical thinking skills • Strong documentation, organizational, written and communication skills • Comfortable with ambiguity as we are building an environment of growth and change • Passionate about exploring new technologies • Must have a customer service attitude; to develop strong relationships with internal and external customers • Ability to work in an entrepreneurial, fast-paced environment while being adaptable to change

Benefits

• Medical/Dental/Vision Health Plans • Long-term Disability • Life Insurance • 401k and Roth IRA Plans • Paid Parental Leave • Open PTO policy • Employee discounts on our amazing products!