The IT Support Technician 1 at ShipHero is the first point of contact for users seeking assistance with IT Helpdesk issues through phone, email, or Slack. This fully remote position involves resolving technical problems, troubleshooting software issues, and supporting new hire onboarding, all within a collaborative team environment.
What You'll Do
- Resolve user-reported issues through various communication channels such as phone, email, or Slack.
- Escalate complex problems to senior support staff as necessary.
- Troubleshoot software issues effectively to ensure prompt resolution.
- Recognize phishing attempts and give appropriate responses to targeted users.
- Prioritize incoming issues based on urgency and impact on users.
- Maintain accurate and detailed communication through our Jira ticketing systems.
- Assisting with the new hire orientation and onboarding process.
What We're Looking For
- 0 - 1 years of experience in IT Support or customer service roles.
- Proficient in troubleshooting software issues.
- Ability to recognize phishing attempts and enforce security protocols.
- Skill in prioritizing issues based on urgency and user needs.
- Demonstrate patience and active listening abilities.
- Strong written and verbal communication skills related to ticketing systems.
- Must be able to speak and write in fluent English and Spanish.
- Good working knowledge of Windows, Mac, Linux, and iOS operating systems.
Nice to Have
- Has installed access points or other essential networking equipment.
- Has basic working knowledge of POE based Camera systems and has installed them.
- Work closely with higher-level support staff to address escalated issues.
- Familiarity with helpdesk software and ticketing systems.
Technical Stack
- Jira
- Windows
- Mac
- Linux
- iOS
- Slack
Benefits & Compensation
- Fully remote position
- Occasional on-call and after-hours work required to facilitate business needs
Work Mode
While we try our best to maintain a healthy work/life balance, there are times when we need to do on-call and after-hours work to facilitate business needs.
ShipHero is an Equal Opportunity Employer and considers all candidates for employment regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other characteristics protected by law.
