Senior IT Helpdesk Specialist, East Coast

About Juniper SquareOur 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 roleAs 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 doTroubleshoot & 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 neededProvide timely responses to all issues, including updates on status and adhere to service-level agreements. Conduct remote support sessions to help resolve technical issuesTraining & 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 fixesDocument IT Issues & Solutions: Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using our IT ticketing systemKnowledge Management: Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge baseHardware & 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 neededNetwork Support: Provide assistance with network connectivity issues; including Wi-Fi, VPN, etcAssist with IT Onboarding: Ensure day one is smooth for new hires by helping with the set up of new devices, accounts, and access permissionsParticipate in rotating on-call for after-hours/weekend support as neededSoftware Maintenance: Monitor software licenses and renewals that fall under your purviewMonitor & 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 neededAssist with IT Projects: Help or own IT projects as neededAssist with Major Incidents as required, including gathering evidence, conducting remediation tasks, and sending employee communicationsMaintain 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 neededQualificationsBachelor'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 usersExcellent organizational skills and ability to manage multiple tasks4+ years of IT technical experience in a service desk environmentStrong knowledge of macOS, Windows, iOS, and Android operating systemsStrong knowledge of Google Workspace, Okta, Atlassian, Slack, Zoom, MS Office, telephony, and other common desktop applicationsExperience troubleshooting computer hardwareExperience with MDM solutions that manage Macs, Windows, and mobile devicesExperience with IT ticketing systems (e.g., Jira)Experience troubleshooting remote access vpn solutions, and network related issuesFamiliarity with Office365 is a plusKnowledge of IT security protocols, and cloud-based servicesFlexibility and adaptability - you will be juggling multiple troubleshooting requests in a fast-paced startup environmentCompensationCompensation for this position includes a base salary, equity, and a variety of benefits. The U.S. base salary range for this role is $92,000 - $115,000 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 familyLife insuranceMental wellness coverageFertility and growing family supportFlex Time Off in addition to company paid holidaysPaid family leave, medical leave, and bereavement leave policiesRetirement saving plansAllowance to customize your work and technology setup at homeAnnual professional development stipendYour recruiter can provide additional details about compensation and benefits.#experiencedprofessional#LI-AM#LI-Remote#Juniper-US

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