The Staff IT Helpdesk Specialist at Juniper Square is a key member of the IT team, responsible for resolving technical challenges, supporting onboarding, and promoting knowledge sharing across a growing, distributed organization. This role combines deep technical expertise with strong communication and security awareness to deliver exceptional support in a dynamic environment.
What You'll Do
- Monitor and triage IT support queues
- Investigate and resolve software, hardware, and networking problems ranging from routine to complex
- Escalate issues as needed
- Provide timely responses to all issues
- Adhere to service-level agreements
- Conduct remote support sessions to help resolve technical issues
- Guide employees on basic IT principles and procedures
- Educate employees with easy to understand troubleshooting steps
- Teach proper use of software tools, security best practices, and self-service fixes
- Act as the crucial link between System Administrators and other helpdesk team members
- Dive deep to master specialized system knowledge and complex fixes
- Become a subject matter expert (SME)
- Transfer expertise to expand the team’s collective systems experience and troubleshooting prowess
- Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using the IT ticketing system
- Document procedures and develop end-user instructions
- Maintain an IT FAQ and knowledge base
- Install, configure, and maintain laptop devices, printers, and company software applications for end-users
- Ensure all equipment software is up-to-date
- Setup and decommission computers and accounts for staff onboarding and offboarding requests when needed
- Provide assistance with network connectivity issues including Wi-Fi, VPN, etc
- Lead the New Hire Onboarding meeting covering IT and Security best practices
- Work with the rest of the NHO team to ensure a smooth day one experience for new hires
- Participate in rotating on-call for after-hours/weekend support as needed
- Serve as an escalation point during on-call periods
- Monitor software licenses and renewals that fall under your purview
- Own or assist with IT projects as needed
- Assist with Major Incidents including gathering evidence, conducting remediation tasks, and sending employee communications
- Approach each support interaction with security being top of mind
- Ensure users are following security policies
- Provide support during audits and security assessments
- Help with security/compliance initiatives as needed
What We're Looking For
- Bachelor's degree
- Exceptional customer service and communication skills
- Ability to explain technical concepts to non-technical users
- Excellent organizational skills
- Ability to manage multiple tasks
- 6+ years of IT technical experience in a service desk environment
- Strong knowledge of macOS, Windows, iOS, and Android operating systems
- Strong knowledge of Google Workspace, Okta, Atlassian, Slack, Zoom, MS Office, telephony, and other common desktop applications
- Deep Technical Experience troubleshooting computer hardware
- Strong Experience with MDM solutions that manage Macs, Windows, and mobile devices
- Strong Experience with IT ticketing systems (e.g., Jira)
- Experience troubleshooting remote access vpn solutions, and network related issues
- Experience with Office365
- Strong Knowledge of IT security protocols, and cloud-based services
- Flexibility and adaptability - juggling multiple troubleshooting requests in a fast-paced startup environment
Technical Stack
macOS, Windows, iOS, Android, Google Workspace, Okta, Atlassian, Slack, Zoom, MS Office, telephony, Office365, MDM solutions, Jira, VPN, networking tools
Team & Environment
Part of a dynamic and cohesive IT team, structured with a Helpdesk team and System Administrators. This role acts as a key link between administrators and helpdesk members, fostering collaboration and knowledge sharing in a values-driven organization focused on efficiency, transparency, and access in private markets. Juniper Square supports employee growth and development in a digital-first, fast-paced environment.
Benefits & Compensation
- Health, dental, and vision care for you and your family
- Life insurance
- Mental wellness coverage
- Fertility and growing family support
- Flex Time Off in addition to company paid holidays
- Paid family leave
- Medical leave
- Bereavement leave policies
- Retirement saving plans
- Allowance to customize your work and technology setup at home
- Annual professional development stipend
U.S. base salary range: $104,000 - $130,000 USD. Equity included. Actual base salaries based on candidate-specific factors including experience, skillset, location, and local minimum pay requirements.
Work Mode
Hybrid role with team members across San Francisco, New York City, Mumbai, Bangalore, 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. Juniper Square supports a variety of ways to work, including fully remote or full-time in physical offices, with digital-first operations.
