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Agility Robotics · 1 month ago

Senior Help Desk Technician, IT

San Francisco Bay Area

Full-time

Hybrid

Senior Level

Agility Robotics is a pioneer in robotics, known for their innovative robot, Digit. The Senior Help Desk Technician will play a crucial role in managing IT support requests, providing customer support, and ensuring the smooth operation of corporate technology systems.

Industrial EngineeringMechanical EngineeringRobotics

Work & Life Balance

No H1B

Responsibilities

Collaborate with the rest of the IT to manage inbound support requests and incidents, and resolve them according to our service level agreements

Provide superior customer support in-person, in our ticketing system, and via Slack/email

Provide the skills for our employees to effectively use our corporate tools and become IT advocates

Support the smooth onboarding of new hires and manage the full employee IT lifecycle

Setup, maintain, and strengthen the in-office LAN, WiFi, audio-visual, conferencing, and computing systems

Identify trends in request tickets and help build automation and process improvements to make the system work better over time and intelligently reduce risk

Secure configuration and access management of our operational production endpoints in AWS, GitHub, Google Cloud, G Suite, Okta, and other systems of record

Participate in weekly sprints and IT projects, both as a contributor and as a leader

Qualification

MacOSUbuntuWindows 11SaaS platformsNetworking productsAgile frameworksCustomer serviceEnglish proficiencyProblem solving

Required

Experience with our IT tools and platforms of choice

Operating systems including macOS, Ubuntu, and Windows 11

SaaS platforms including Okta, GitHub, Slack, Google Workspace, Jamf, Zoom, and Jira/Jira Service Management

Experience in a multi-input, fast-paced IT support organization that prioritizes customer service, security, and innovation

The ability to thrive as a regional operator as part of a geographically diverse team

Comfortable working in spoken and written English

A love for problem solving, and a commitment to frictionless risk reduction. You dig into the root causes of issues, think outside the box, and strive for 'secure by default' whenever possible

Experience maintaining and troubleshooting common small office networking products

Familiarity with Agile frameworks to keep projects on track and delivered at velocity