Helpdesk Administrator - West Coast

As a Helpdesk Administrator at Huntress, your primary responsibilities include diagnosing and resolving both hardware and software issues for employees in a timely manner. You’ll also manage helpdesk tickets, maintain IT documentation, and ensure optimal system performance. Additionally, you’ll collaborate closely with other IT team members to tackle complex issues and contribute to a supportive team environment.

To thrive as a Helpdesk Administrator at Huntress, you should have strong troubleshooting skills and a foundational knowledge of Windows 10/11 and macOS operating systems. Prior experience with Google Workspace is beneficial, as well as a basic understanding of IT security principles. Being located in the Pacific time zone and a willingness to work a rotating schedule to support customers is required.

Huntress is committed to the success of its Helpdesk Administrators by fostering a culture of inclusivity and providing ongoing professional development opportunities. Employees benefit from comprehensive training, competitive compensation, and personal growth initiatives through resources like the BetterUp platform. Plus, the collaborative team environment ensures everyone is supported and empowered to contribute.

Huntress offers a fully remote work environment, allowing Helpdesk Administrators to effectively support internal IT operations from anywhere in the United States. You'll work flexible rotating shifts that accommodate both Pacific and Australian hours, all while engaging with a passionate and dedicated team focused on cybersecurity solutions.

Helpdesk Administrators at Huntress enjoy a comprehensive benefits package, including a competitive salary with bonus and equity options, generous paid time off, medical, dental, and vision benefits, as well as life and disability insurance. Additionally, they receive a home office reimbursement to create a comfortable workspace, making it an appealing opportunity.

When answering this question, be specific about the types of software you've worked with, the common issues you've encountered, and the steps you take to troubleshoot. Highlight your ability to communicate effectively with users to understand their problems thoroughly.

You can showcase your organizational skills by explaining your method for assessing ticket urgency and impact. Discuss how you manage multiple tasks efficiently while ensuring critical issues are addressed promptly and how you communicate timelines to users.

Provide a detailed process of how you approach hardware issues. Mention your experience with identifying physical problems, using diagnostic tools, and consulting documentation or colleagues to arrive at a solution.

Discuss your knowledge of security principles and the importance of adhering to best practices, including user data protection and awareness of common threats. You can also mention any certifications that showcase your commitment to security.

Focus on your communication skills and empathy. Explain how you would listen actively to the customer's complaint, maintain professionalism, and work collaboratively toward a resolution, always remaining patient and understanding.

List the specific tools you have used in the past, such as remote desktop applications or helpdesk management software, and explain how each has facilitated your ability to assist users effectively.

Share a specific scenario that illustrates your judgment in recognizing when a problem is beyond your capacity to solve. Explain how you assessed the situation and the steps you took to escalate it, highlighting your communication and teamwork skills.

Discuss your approach to maintaining clear documentation and how it aids both you and your teammates. Emphasize your attention to detail and the importance of user guides and troubleshooting documentation in improving IT support.

Mention any resources you use for staying current, such as blogs, forums, or online courses. Highlight your proactive nature in seeking out new information to enhance your skills and knowledge continuously.

Express genuine interest in the company’s mission in cybersecurity and your alignment with its values of inclusivity and teamwork. Talk about how the role fits into your career goals and your eagerness to contribute to Huntress's success.