Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

Outreach is looking to round out our Core IT Service Desk with a motivated, customer-service focused IT Support Specialist. You are passionate about people, have a bias towards action, and are interested in learning IT service and operations fundamentals at a fast-paced

technology company. Your mission will be to provide world class IT support and excellent customer service in the resolution of IT support issues.

Responsibilities

• Respond to service desk tickets and provide solutions for reported customer problems
• Triage and resolve all level 2-3 support requests and escalate higher-level requests appropriately
• Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation if required
• Monitor internal ticketing system notifications for proactive response and communication
• Assist with service desk projects, complete tasks and ensure they are completed on time and to specifications
• Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc
• Prepare desks for new employees and assist as needed with equipment moves.
• Create how-to guides and maintain documentation
• Re-purpose and refurbish equipment for future employee use.

Required

• 1-3 years Service Desk Experience, with strong experience in ticket workflow and queue management
• Excellent customer service skills
• A solid background in troubleshooting & managing macOS and Windows
• Experience with G-Suite, Zoom, Slack, Office 365,
• Ability to prioritize and address multiple tasks in a dynamic work environment
• Excellent written and verbal communication skills
• Ability to participate in a schedule that may include after hours and weekend support
• Experience using Intune, Meraki, JAMF, Jira and Trello is preferred.
• Ability to travel to remote locations (London) to provide support if necessary

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status