Senior IT Helpdesk Specialist, East Coast

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 one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. We also have physical offices in San Francisco, New York City, Mumbai and Bangalore for employees who prefer to work in an office some or all of the time.

About your role

As a Senior IT Helpdesk Specialist at Juniper Square, you will be 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.

While this role offers remote flexibility, certain IT operations require a physical presence. For New York-based candidates, we encourage being onsite 1-2 days per week.

What you’ll do

• Troubleshoot & Resolve User Issues: Monitor and triage IT support queues, investigate and resolve software, hardware, and networking problems, ranging from routine to more complex and escalate as needed

• Provide timely responses to all issues, including updates on status and adhere to service-level agreements. Conduct remote support sessions to help resolve technical issues

• Training & Guidance: Guide employees on basic IT principles and procedures. Educate them with easy to understand troubleshooting steps, including proper use of software tools, security best practices, and self service fixes

• Document IT Issues & Solutions: Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using our IT ticketing system

• Knowledge Management: Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base

• Hardware & Software Setup: Install, configure, and maintain laptop devices, printers, and company software applications for end-users. Ensure all equipment software is up-to-date. Setup and decommission computers and accounts for staff onboarding and offboarding requests when needed

• Network Support: Provide assistance with network connectivity issues; including Wi-Fi, VPN, etc

• Assist with IT Onboarding: Ensure day one is smooth for new hires by helping with the set up of new devices, accounts, and access permissions

• Participate in rotating on-call for after-hours/weekend support as needed

• Software Maintenance: Monitor software licenses and renewals that fall under your purview

• Monitor & Maintain IT Equipment Inventory: Provide procurement and lifecycle management by maintaining and tracking hardware and software inventories, issuing new equipment,managing returns or repairs, and monitoring stock levels. Provide break/fix support and ship hardware replacements as needed

• Assist with IT Projects: Help or own IT projects as needed

• Assist with Major Incidents as required, including gathering evidence, conducting remediation tasks, and sending employee communications

• Maintain IT Security Standards: Approach each support interaction with security being top of mind, ensuring users are following security policies, and provide support during audits and security assessments. Help with security/compliance initiatives as needed

Qualifications

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

• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users

• Excellent organizational skills and ability to manage multiple tasks

• 4+ 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 troubleshooting computer hardware

• Experience with MDM solutions that manage Macs, Windows, and mobile devices

• Experience with IT ticketing systems (e.g., Jira)

• Experience troubleshooting remote access vpn solutions, and network related issues

• Familiarity with Office365 is a plus

• Knowledge of IT security protocols, and cloud-based services

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

Compensation

Compensation for this position includes a base salary, equity, and a variety of benefits. The U.S. base salary range for this role is $104,000 - $130,000 USD. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Juniper Square is accepting applications from candidates based in San Francisco only.

Benefits include:

• Health, dental, and vision care for you and your family

• Life insurance

• Mental wellness coverage

• Fertility and growing family support

• Flex Time Off in addition to company paid holidays

• Paid family leave, medical leave, and bereavement leave policies

• Retirement saving plans

• Allowance to customize your work and technology setup at home

• Annual professional development stipend

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