Published date Posted on Indeed on Jan 12, 2022 (5 d ago)
Lovepop is on a mission to create one billion magical moments and be the best place in the world for hungry, creative problem-solvers. We were first introduced to America on Shark Tank in December 2015 and we have been on a rocket ship ride ever since. Our team is seeking an IT Administrator to manage and become the first line of support for our ticketing system, assist with onboarding and offboarding employees, troubleshoot technical issues for end-users, and apply your technical knowledge to find ways to better the business as a whole. Successful candidates will be strong leaders who can prioritize well, document their findings, and communicate complicated technical information to non-technical users and stakeholders.

The right candidate will possess a strong technical background with experience working on or leading an IT help desk environment. You must be comfortable working autonomously in a virtual plus environment, delivering a high level of customer care, and knowing when to escalate issues as needed. Sound judgment, the ability to multitask, and a desire to learn and grow your expertise in administering hybrid work technologies are essential to succeed in this role.

What you'll do here:

  • Act as the first point of contact for employees experiencing technical issues requiring IT support.
  • Lead, manage, and implement a robust IT ticketing system that is scalable and allows for historical documentation to easily reference.
  • Assist with onboarding and offboarding employees and recommend ways to improve the process through technologies like automation.
  • Be open and willing to learn new technologies, especially the management of SaaS platforms, to support the greater company as a whole.
  • Assist with routine IT maintenance and management to ensure our core systems and end-points are secure, up to date, and within company compliance.
  • Work with our extended team to understand their pain points and how we can turn business requirements into IT solutions.

What you'll bring to the table:

  • 2-3 years experience working on or managing an IT help desk environment with a strong focus on communication, customer service, and TTR.
  • 2-3 years experience working at an advanced level with Windows and macOS devices, such as analyzing logs, using modern imaging practices like Apple DEP, and managing devices using MDMs.
  • 1+ years experience of writing technical documentation for non-technical users and understanding the importance of doing so.
  • Familiarity with Identity Management solutions such as Okta or JumpCloud, the role they play in an organization, and the importance of having them.
  • Working knowledge of networking concepts, protocols, and devices (e.g. TCP/IP, LAN, WAN, routers, switches, and access points).
  • The ability to find areas of improvement, develop a strategy for implementation, and minimize end-user interaction when and where appropriate.

You'll be great if you have:

  • Experience managing or working with any of the following technologies and services: Google Workspace, Slack, Zoom, Okta, JumpCloud, Jamf, Sophos, AWS, and Azure.
  • Scripting and programming experience in languages such as Python or Bash.
  • A passion or hobby for technology in general (e.g. building your own PCs, geeking out over the latest hardware reveals, or tinkering with old hardware).
Lovepop is headquartered in Boston, MA, however, is embracing work remotely across the US.

If you are a Colorado resident, please email us at HR@lovepopcards.com to receive compensation and benefits information for this role. Please include "IT Administrator" in the subject line of the email.

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