IT Help Desk
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Job Description
IT Help Desk role ensuring operational productivity for Addi employees with secure technology infrastructure management. Maintaining a high ticket resolution rate and automating processes for improved efficiency.
Responsibilities:
- Ensure operational continuity and productivity for all Addi employees through flawless and secure technology infrastructure management, acting as the technical pillar that scales the Zero-Trust model while maintaining an exceptional, frictionless user experience.
- Maintain a 95% ticket resolution rate within Asana SLAs, reducing average initial response time to under 2 hours for critical incidents.
- Ensure 100% of the device fleet (macOS/Windows) complies with hardening policies and MDM standards (Jamf/Intune) within the first 120 days, eliminating unauthorized access gaps.
- Achieve a 0% error rate in access and license provisioning/deprovisioning on the employee's first/last day, ensuring data security from entry to exit.
- Automate at least 3 recurring manual processes (via Bash, Python, or Google Apps Script) per quarter, returning 20% operational capacity to the Corporate IT team.
- Create and update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year.
Requirements:
- 2-3+ years of direct experience in technical support for startups, demonstrating mastery of hybrid infrastructures (macOS/Windows) and Cloud environments.
- Autonomously resolves complex Level 2 and 3 incidents (Google Workspace, MDM) without constant need for escalation.
- Leverages past experience to anticipate common hardware or software failures, reducing downtime through rapid diagnostics based on previous cases.
- Maintains a B1 English level or higher, enabling the independent use of technical documentation and effective communication with global vendors or teams.
Benefits:
- Competitive compensation & meaningful ownership
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
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