Job Directory Senior IT Help Desk

Senior IT Help Desk
New York, NY

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About

Job Description

"The front page of the internet," Reddit brings over 330+ million people together each month through their common interests, inviting them to share, vote, comment, and create across thousands of communities. Come for the cats, stay for the empathy.

Reddit is growing its New York City office and is looking to hire a seasoned Senior IT Help Desk technician. The ideal candidate has a solid generalist background, is comfortable working independently, takes ownership of projects and is a great collaborator.

About the Team:

Help Desk is part of the IT team and plays a vital role keeping our employees and facilities performing at their best. Serving as a first point of contact for inbound requests, the team is agile, leveraging a strong commitment to customer service and an aptitude for problem solving.

About the Position:

The Senior IT Help Desk role is our first dedicated IT staff in the New York Office. This is a unique opportunity for someone to make a lasting contribution to our NYC office and Reddit as a whole.

Your day will focus on end user support, office technology (conference room A/V, printers, inventory, etc.), and helping with the everyday operational needs of our SaaS products. When you are not supporting your local peers, you will be assisting the broader team by resolving tickets and working on projects.

You Will:

* Provide a white-glove support experience: assist your co-workers with application support, system troubleshooting and procurement requests
* Support the in-office technology and sustain a high level of IT hygiene
* Perform routine operation of cloud services (G-Suite, Okta, Slack, Teem, Zoom, etc.): user modifications, group creation, permissions, etc.
* Deploy hardware and provide new Reddit employees with everything necessary to be successful
* Assist your peers in San Francisco, LA, Chicago and other remote locations, ensuring all staff feel supported
* Be mobile as you move around the office to resolve issues, troubleshooting conference room and implement solutions
* Help support our Employee Experience team by lending a hand around the office
* Be given the chance to grow, so come hungry!

About You:

Our Help Desk techs are savvy, resourceful and committed to delivering an exceptional end user experience. Things we look for in a candidate include:

* A well rounded technical background; ideally you've been a sole contributor or worked in a small team. Being flexible and able to work with independence is essential.
* Experience performing hardware/software configuration and troubleshooting on Mac & Windows laptops, and iOS & Android devices
* Fundamental cloud service administration experience (G Suite, O365, Dropbox, OneDrive, etc.)
* Self motivated and independent. You will be part of a small team and working without physical direct peers
* A constant drive to improve the experience of our users and our internal processes: "How can I make things better?"
* Initiative and problem solving skills: If you don't know how to do something you consider it a challenge to try to figure it out for yourself
* The ability to balance and prioritize multiple tickets and remain calm under pressure

Bonus Points:

* Previous experience in a rapidly growing startup environment.
* Experience with Identity Providers/SAML (Okta, OneLogin, etc.)
* Experience with JIRA administration, modifying workflows, permission and notification schemes, custom field configs, etc.
* Experience with Zendesk administration, managing forms, views, channels, etc.

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