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IT Helpdesk Technician

Point Digital Finance, Inc.
Palo Alto, CA
  • Posted: over a month ago
  • Full-Time
Job Description

 

ROLE OVERVIEW

The IT Helpdesk Specialist will be the first point of contact for IT support at Point. Day-to-day, they will be charged with managing and responding to the helpdesk ticket queue, troubleshooting hardware and software issues, configuring accounts, and escalating as needed. This role will require work onsite in our Palo Alto office at least 2 days per week, primarily configuring Mac hardware using JAMF and Apple Business Manager.

RESPONSIBILITIES

  • Provide phone support for activities such as password resets or in-person, hands-on technical assistance to business and technical users
  • Answer how-to questions and resolve issues related to system access and password creation/reset
  • Perform all roles of a Help Desk Support technician to create a ticket, providing immediate assistance for issues over the phone when possible or escalating to appropriate teams when needed.
  • Support the organization's day-to-day IT needs
  • Support our geographically diverse North American workforce
  • Keep our knowledge base up-to-date and provide training when needed
  • Identify ways to streamline common processes and ensure we maximize value within the IT function
  • Maintain asset inventory, software purchases, and software and service licenses
  • Serve as the first point of contact for customers seeking technical assistance over the phone, by email, or in-person
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Cloud application administration
  • License and inventory tracking
  • Assist with AV setup for meetings and conferences

 EXPERIENCE QUALIFICATIONS

  • 2+ years experience with IT Help Desk environment, knowledge of remote VPN process and troubleshooting.
  • 2-4 years of previous experience working in a help desk or service desk environment.
  • Excellent customer service skills.
  • Good communication, problem-solving skills, and telephone etiquette.
  • Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy.
  • MAGIC Training or previous customer service training desired.
  • Desktop experience: Apple, Slack, Google Workspace, JAMF
  • Mobile device management. IOS, macOS.Minimum typing 40WPM.
  • ACMT and JAMF certifications preferred.
  • Microsoft, HDI, KCS, and/or ITIL certifications are a plus.

ABOUT YOU

  • You have great people skills and are driven to help: solving people's problems and improving the quality of their day
  • Experience deploying and managing systems such as GSuite, Jamf, Meraki, Slack and other SaaS applications
  • You have the ability to learn quickly and you are comfortable evolving in a dynamic environment
  • You are experienced with assisting remote teams consisting of employees, partners, and vendors
  • You have been in a primary role within an IT organization
  • You have excellent communication and customer service skills – you work well with people and can put a frustrated user at ease
  • You have exceptional attention to detail, and exemplary ticketing/logging/documentation habits

ABOUT US

Our Product

"Point provides the opportunity to stabilize your financial situation without adding costly monthly payments." - Homeowner in Burlingame, CA

Here at Point, we're helping homeowners unlock the equity in their homes without taking on further debt. With an investment from Point, homeowners can de-leverage and diversify their wealth, freeing them up to invest in their business, renovate and maintain their home, eliminate debt, and tackle all of life's expenses from college tuition to medical bills. Our equity investment product is an advantageous alternative for homeowners and investors alike. When partnering with Point, investors now have access to a brand new asset class - homeowner-occupied residential real estate. Point is the first fintech product that is truly aligned with consumers' interests - when the homeowner does well, Point and its investors do well.

Our Team

People first

As a consumer fintech company, we embed integrity, transparency, and trust into everything we do at Point, including how we work. Whether you're a homeowner, investor, employee, or candidate, it's people who power our business. We keep the human experience top of mind.

Experts at work

We're on a mission to help the 23 million equity-rich, but cash-constrained Americans tap into their home's wealth. To do so, we have experience and expertise in all areas of the business, especially at the helm. Point's leadership have previously founded TrialPay (acquired by Visa), Yub (acquired by Coupons.com), Metails (acquired by Buy.com), SiteAdvisor (acquired by McAfee), Affirm, SendGrid (acquired by Twilio), and TXN (acquired by Envestnet).

Championed by the best

Point announced its $115M Series C led by WestCap in May 2022. To date, we've raised over $170M from leading investors including Andreessen Horowitz, Prudential Financial, DAG Ventures, Ribbit Capital, Greylock, and SV Angel.

PERKS AT POINT

Health Insurance
Point provides platinum-rated plans for medical (Anthem Blue Cross or Kaiser Permanente), dental and vision (The Standard). We cover 99% of employee premiums and 75% of dependent premiums.

Generous Vacation
Take time for yourself and your family when you want - Point has an unlimited vacation policy. 

Continued Learning
We encourage all team members to attend events hosted by our investors, external workshops and conferences. We believe in continuous improvement and want to support employees on their professional journeys.

Family Friendly
Point will top off California PFL earnings to full salary for up to eight weeks, as well as two weeks of fully paid leave to be available after exhaustion of CA PFL. An employee can take reasonable vacation time in addition to the California PFL leave. For employees outside CA, Point will top of PFL earnings in accordance with the state applicable leave laws. 

Work From Home Stipends
With employees working remotely, Point will provide employees a $50 monthly cell phone stipend and a $50 monthly internet stipend. In addition, we will reimburse up to $150 to help you purchase supplies for your home office.

Point Digital Finance, Inc.

Address

Palo Alto, CA
USA

Industry

Technology

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