Help Desk Technician

We are Domosapiens- uniquely skilled, passionate data lovers anchored in a culture of connectivity. We are transforming the way business is managed by putting real-time data into the hands of every decision maker across organizations. Diversity is valued here because homogenized teams create echo chambers; and nobody benefits from that. The insight garnered from diverse backgrounds, perspectives and lived experiences results in pioneering innovations across the organization and better experiences for our customers. The more diverse our talent, the more impactful the Domosphere becomes.

Position Summary

Our IT team is rapidly growing, and we are looking for Help Desk Technicians to be a part of our fast-paced, high-energy team. Our Help Desk Technicians are serious about the success of the company and are given the tools and environment they need to succeed. If you have a passion for solving interesting problems, and you believe that planning, hard work, teamwork, and creating high quality experiences is what it takes to succeed, then this is the job for you.

Key Responsibilities

• Work with fellow team members to serve as front-line support within our organizational technical support area, receiving cases from end users;
• Perform initial troubleshooting for standard and routine end-user problems including (but not limited to) computer equipment, software, email, teleconferencing, and basic network-related issues;
• Document end-user issues / requests, status, and resolution;
• Manage help desk tickets and meet the Service Level Agreements (SLA) defined by the business;
• Finds ways to automate tasks for the IT function and other functions;
• Takes ownership of assigned tasks from the IT leadership from start to finish;
• Follow up with end-user to ensure issues have been resolved to a high level of satisfaction;
• Troubleshoot all technology-related problems and bring issues to a successful and timely resolution;
• Consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained;
• Create and update knowledge base articles for self-help employee incident resolution.
• Maintain employee device security compliance;
• Supporting a hybrid workforce of onsite and remote employees with their technology issues and requests;
• Communicate professionally and effectively to team members and employees, even in stressful situations;
• Ordering, shipping, and setup of IT equipment for employees;
• Help with IT onboarding of new hire local and international employees.

Job Requirements:

• Education: Bachelor's degree or technical certification(s) highly preferred. Equivalent years of experience may substitute for education;
• Experience: 3+ years of experience, or equivalent, working in a corporate help desk environment;
• Good communication skills – verbal and written;
• Intimate knowledge of Apple Macintosh Hardware and MacOS;
• Intimate knowledge of Lenovo PC Hardware and Windows;
• Working knowledge of iOS, iPadOS, and Apple Mobile devices;
• Working knowledge of Microsoft Office/Office365 for Mac and Windows.

Domo is an equal opportunity employer.