Braze is seeking a Helpdesk Technician I to support our Imagine Pediatrics employees and the technology they use to perform their jobs. This role provides initial triage-level support for break/fix incidents and other customer support issues.
What You'll Do
- Respond to user inquiries and requests for assistance via phone, email, chat, or in person.
- Identify, analyze, and resolve technical issues related to desktops, laptops, printers, mobile devices, and common software applications.
- Log, track, and document all support requests and their resolutions using a help desk ticketing system like Jira Service Management or ServiceNow.
- Perform initial triage of new tickets in the queue and work them or assign them to the team as appropriate.
- Direct complex problems beyond first-level support to the appropriate Tier 2 or 3 technical teams or vendors.
- Install, configure, and maintain software applications, operating systems, and hardware components.
- Perform routine user account management functions, such as password resets and permission modifications in systems like Microsoft Entra ID.
- Provide clear, step-by-step instructions and training to non-technical users on proper system and application usage.
- Contribute to the creation and maintenance of internal knowledge bases and user training manuals.
What We're Looking For
- A high school diploma or equivalent.
- Strong working knowledge of computer systems, hardware, operating systems (Windows and/or macOS), and common software applications.
- The ability to think critically, diagnose problems effectively, and provide efficient solutions.
- Excellent verbal and written communication skills to explain technical information to non-technical users with patience and clarity.
- A customer-centric approach with a patient, friendly, and professional demeanor.
- Strong time management and organizational abilities to prioritize multiple issues and manage a queue of support tickets.
- Base-level knowledge of U.S. Federal Healthcare regulations such as HIPAA and the Hi-Tech Act.
Nice to Have
- An associate or bachelor’s degree in computer science or a related field.
- Relevant certifications such as CompTIA A+ or ITIL.
- Familiarity with basic networking concepts (IP, DNS, DHCP).
- Previous experience in a customer support or IT help desk role.
- Additional knowledge and experience with HITRUST security and compliance standards.
Technical Stack
- Microsoft Office
- Microsoft Entra ID
- Windows
- macOS
- Jira Service Management
- ServiceNow
Team & Environment
This role supports employees across all functions within the company.
Benefits & Compensation
- Salary range: $57,500 - $65,000.
- Competitive medical, dental, and vision insurance.
- Healthcare and Dependent Care FSA; Company-funded HSA.
- 401(k) with 4% match, vested 100% from day one.
- Employer-paid short and long-term disability.
- Life insurance at 1x annual salary.
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays.
- Paid new parent leave.
- Annual bonus incentive.
- Eligibility to participate in an employee equity purchase program (as applicable).
Work Mode
This is a remote position open to candidates within the USA.
We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.