Senior IT Support Administrator (Remote)

Are you an IT Helpdesk Ninja? A powerhouse of positivity in all your interactions? Do you enjoy the art of bringing order from chaos, delivering explanations in response to confusion, and designing process to replace disorder? Are you driven by the need to fix what’s not quite right? Do you possess a rare combination of elite technical acumen and a personable, clear communication style? Well, then you might just be the Senior IT Support Administrator we’re looking for!

Moving is one of the most universally relatable problems. Everyone has moved at least once and everyone thinks moving is painful. Updater is solving that pain at scale. We’re a well-funded and growth-focused company, with technology that touches nearly 50% of all household moves in the US annually, and we’re growing quickly.

At the core of how our employees work is the IT Team at Updater. This team manages all employee-facing technology and curates our systems, services, and processes to ensure they are cost-effective, work well together, and meet our compliance and security standards.

As a Senior IT Support Administrator at Updater, you will help own all IT Service operations for our MoveHQ division based out of Columbus, including support response, hardware asset management, onboarding and offboarding, support documentation, and adherence to compliance protocols for our complex IT environment. This is a hybrid role where you would be expected to be in the office about two days per week. You’ll be part of a team that’s building forward-thinking IT solutions for Updater’s fast-growing MoveHQ division. We want you to be an expert, experienced IC with a strong sense of ownership and commitment to details. You should be able to crunch through helpdesk tickets like a machine, manage hardware assets to ensure we know the whereabouts of company-owned hardware and who’s using it. You’ll also help manage our core internal services like Okta Workforce directory, Google Workspace, Zoom Rooms, Slack, and others. This is an outstanding opportunity for someone with deep IT Support experience to own IT Service Delivery in a fast-growing startup environment.

About the Role

• Own IT Service Delivery Updater’s MoveHQ division: if someone is asking for something in Helpdesk, it’s your job to make sure they get it delivered as efficiently as possible. Sometimes you may delegate, sometimes you may handle it yourself, but you should be the authority and how to direct user requests.
• Be an expert resource for IT: things are moving fast in the MoveHQ division of Updater and users will need frequent IT support to navigate changes or get up to speed. You’ll need to be an adept as an efficient and courteous
• Provide Insight: you’ll have deep visibility into what our users need and what problems they’re encountering. Leverage that insight to help us build automation and process to improve our approach.
• Support our office in Columbus, OH: You’ll be the primary Helpdesk contact for a small but very fast-growing division in Updater based in Columbus. This will require time on-site to ensure the office is ready for important executive meetings and other events. It will also require you’re available for stand-by support on site during important events.
• Own the execution of on-boarding and off-boarding process including account and hardware setups. As a team, we’ll define, build, and refine our onboarding process regularly so it’s automated and efficient. It will be your job to ensure the process is executed properly every time so every incoming and outgoing employee is treated with the same care and attention.
• Compose and maintain exceptional, clear, concise technical documentation: you know how to compose stellar support docs that can answer questions help prevent tickets
• Own hardware inventory management: help define our hardware lifecycle and ensure our inventory reporting is accurate. We want to know what we have, where it is, and what and when to purchase to replace aging hardware.
• Help define the quality culture at Updater and drive it forward with our application developer teams

About You

• 5+ years in senior IT Support role in an Enterprise: you’ve been in the trenches of Enterprise IT and understand the challenges that come with scaling.
• Deep familiarity with managing Macs in enterprise. You’ve used Jamf Pro, know how zero-touch deployment works, and can navigate common troubleshooting procedures easily.
• Familiarity with Compliance Standards: you have some familiarity working in a compliance environment (PCI, SOC2, HIPAA, HITRUST, NIST, etc)
• Familiarity with FreshService or similar ITSM platforms: you have a deep understanding ITIL service desk process, ticketing, support documentation, service requests, workflow automation, and other standard operations typical of an enterprise Helpdesk platform.
• Calm under pressure: IT is unpredictable, sometimes things get busy. You know how to weather a storm and steer the team back to calmer seas.
• Empathy: You keep our end users’ point-of-view in mind as you anticipate their needs and help build scalable process.
• Autonomy: You’re a self-starter who prefers to be pointed in a direction and given freedom to figure things out. When you see inefficiencies, you pounce on them without being told and propose solutions.
• Intellectual Curiosity: you don’t know everything, but you’re open to learning anything and you can do it quickly when given the time
• Strong Communicator: You can explain technically complex concepts with clear, concise explanations in written and verbal communication for a wide array of audiences