The Job

As a Helpdesk Technician at Tango Card, you’ll be on the front lines of internal technology support! In this role you will troubleshoot user issues, field employee requests, learn new technologies, and improve user experience across multiple IT processes! You are the friendly, knowledgeable, and helpful “go-to” for our employees’ and business’ technology needs. Every day will bring new challenges, new opportunities for skill development, and continued professional growth.

Reports To: Tango Card's IT Manager

As Helpdesk Technician at Tango Card, you will:

• Provide friendly & effective IT support for internal Tango Card employees in a hybrid MacOS & Windows environment.
• Respond to helpdesk tickets via ticketing system, phone, Slack, email, and in-person. You will work on tickets with our SLAs in mind, and keep internal customers updated on the progress of their work. Your tickets and solutions are thoroughly detailed, and relevant documentation is added to internal wikis.
• Coach internal employees through problem-solving processes, ensuring they are able to perform essential tasks on their workstations.
• Be functionally aware of tools & softwares used by all teams within Tango Card, to deliver the best possible support.
• Onboard and deploy hardware to new employees, ensuring all IT requirements for onboarding are met (and triple-checked). Commit to owning an outstanding, professional, streamlined on-boarding process. Over time (through attention to detail, data collection, and feedback) you will aid in improving the IT onboarding process at Tango Card!
• Assist in maintaining Tango Cards’ IT Physical Assets. Conduct regular audits to ensure accurate inventory, regularly test machine and peripheral options, and maintain detailed lists of assets.
• Use metrics, statistics, personal experience, and employee feedback to improve Helpdesk processes. Coordinate with our Systems Administrators to help build a friction-free automated work environment.
• Meet with technical team members to discuss (and help address) common friction points for users and technicians.
• Create and improve upon our internal IT documentation; meticulously documenting new internal processes, and producing polished, digestible user documentation for our customers.

To be effective in our Helpdesk Technician role, you must have:

• 1-2 years in an internal Help Desk role, providing on-prem and remote support.
• 1-2 years of experience troubleshooting Windows (10) and MacOS in a corporate environment.
• 1-2 years of administering corporate users' accounts.
• Ability to perform troubleshooting in ambiguous situations, aka "learning agility". If you aren't knowledgeable on an issue, you understand how to educate yourself on potential next steps.
• Excellent troubleshooting skills; you know how to get to the root of a problem. There are no dead ends - if you don't know the answer, you'll find it out!
• Expert-level multitasking. The ability to successfully prioritize and balance several tasks at once. Includes being on top of of tickets, special projects, and timelines.
• Attention to detail. You are meticulous in creating polished, easy to understand administrative guides that aid in keeping systems, processes, team members, etc., up to date.

Our ideal Helpdesk Technician at Tango Card will have most of the following skills and experience:

• • 2 year technical degree or equivalent combination of education, training, and experience.
  • Preferably some experience in a mid-to-large-sized enterprise (400+ employees).
  • A "self-starter" needs little direction from management, frequently wowing by over-delivering.
  • Experience with Tango Card tools a plus: Okta, G-Suite, DUO, Active Directory, Slack, Meraki, Palo Alto FW, Zscaler, Microsoft Office, Microsoft Intune, Kandji, Box, Powershell, Bash, JSON, RestAPI.
  • Certifications in one or more of the following: Google Workplace, Okta, MCSE, CCNA, Net+, Zscaler.

Please note: visa sponsorship is not available for this position.