IT Helpdesk Specialist

About Juniper Square

Our mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology – all while contributing as a member of a values-driven organization – we want to hear from you. 

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. We also have physical offices in San Francisco, New York City, Mumbai and Bangalore for employees who prefer to work in an office some or all of the time.

About your role

As an IT Helpdesk Specialist at Juniper Square, you will be working as a key member of a dynamic and cohesive IT team. You will bring your passion for delivering great service and solving hard problems to support a fast paced workforce with their technical needs. Specifically, you will:

• Monitor and triage IT support queues.

• Provide timely responses to all issues, including updates on status and adhere to service-level agreements

• Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices, and escalate to the appropriate resources if necessary

• Conduct remote support sessions to help resolve technical issues.

• Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base

• Setup and decommission computers and accounts for staff onboarding and offboarding

• Perform software installation, configuration, and troubleshooting on workstations and mobile devices.

• Provide procurement and lifecycle management of physical assets and software licenses

• Work collaboratively with the team on asset inventory ordering, and maintain an accurate count of existing inventory levels

• Manage US asset inventory and replenish stock levels as needed

• Provide break/fix support and ship hardware replacements as needed

• Assist with Major Incidents as required, including sending employee communications

• Participate in rotating on-call for after-hours/weekend support as needed

• Participate in projects as needed

• Help with security/compliance initiatives

This role is based in the San Francisco Bay Area and requires the individual to be located locally. Our ideal candidate is open to being in the office up to 5 days a week, as needed.

What you’ll do

• Provide Onsite Technical Support: Act as main point of contact for all on-site IT-related issues. With a customer focused approach, respond to requests, diagnose problems, and offer solutions for user break/fix problems

• Troubleshoot & Resolve User Issues: Investigate and resolve software, hardware, and networking problems, ranging from routine to more complex and escalate as needed

• Hardware & Software Setup: Install, configure, and maintain laptop devices, printers, and company software applications for end-users. Ensure all equipment software is up-to-date

• Network Support: Provide assistance with network connectivity issues; including Wi-Fi, VPN, etc

• Assist with IT Onboarding: Ensure day one is smooth for new hires by helping with the set up of new devices, accounts, and access permissions

• Software Maintenance: Monitor software licenses and renewals that fall under your purview

• Training & Guidance: Guide employees on basic IT principles and procedures. Educate them with easy to understand troubleshooting steps, including proper use of software tools, security best practices, and self service fixes

• Document IT Issues & Solutions: Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using our IT ticketing system

• Assist with IT Projects: Help or own IT projects as needed

• Monitor & Maintain IT Equipment Inventory: Maintain and track hardware and software inventories, including issuing new equipment and managing returns or repairs, and monitor stock levels.

• Maintain IT Security Standards: Approach each support interaction with security being top of mind, ensuring users are following security policies, and provide support during audits and security assessments.

Qualifications

• Bachelor's degree (technical field is a plus, but not necessary)

• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users

• Excellent organizational skills and ability to manage multiple tasks

• 3+ years of IT technical experience in a service desk environment

• Strong knowledge of macOS, Windows, IOS, and Android operating systems

• Strong knowledge of Google Workspace, Okta, Atlassian, Slack, Zoom, MS Office, telephony, and other common desktop applications

• Experience of troubleshooting computer hardware

• Experience with MDM solutions that manage Macs, Windows, and mobile systems

• Experience with IT ticketing systems (e.g., Jira)

• Experience troubleshooting remote access vpn solutions, and network related issues

• Familiarity with Office365 is a plus

• Knowledge of IT security protocols, and cloud-based services

• Flexibility and adaptability - you will be juggling multiple troubleshooting requests in a fast-paced startup environment

Compensation

Compensation for this position includes a base salary and a variety of benefits. The U.S. base salary range for this role is $80,000 - $105,000. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Juniper Square is accepting applications from candidates based in San Francisco only.

Benefits include:

• Health, dental, and vision care for you and your family

• Life insurance

• Mental wellness coverage

• Fertility and growing family support

• Flex Time Off in addition to company paid holidays

• Paid family leave, medical leave, and bereavement leave policies

• Retirement saving plans

• Allowance to customize your work and technology setup at home

• Annual professional development stipend

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