Senior Help Desk Specialist (India)

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 our physical office in San Francisco or one of our co-working spaces. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across most US states, two Canadian Provinces, and India.

About your role

As an IT Support 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 including tickets, email, and chat.

• Provide timely response 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

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

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

• Participate in rotating oncall for after-hours/weekend support

• Lead or participate in projects as needed

• Help with security/compliance initiatives

• Some travel may be required

Qualifications

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

• 2+ 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 troubleshooting remote access vpn solutions

• Familiarity with Office365 is a plus

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

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