Role OverviewWe're seeking a skilled Staff IT Helpdesk Specialist to support our distributed team by resolving technical challenges, improving system reliability, and promoting secure computing practices. You'll serve as a key technical resource, ensuring employees stay productive through prompt support, clear guidance, and well-documented solutions.
Key Responsibilities
- Monitor and respond to IT support requests, diagnosing and resolving issues related to hardware, software, and network connectivity, with escalation support as needed
- Deliver clear, user-friendly training on IT tools, security protocols, and self-help techniques during onboarding and ongoing support interactions
- Act as a technical mentor within the helpdesk team, deepening expertise in core systems and sharing knowledge to strengthen team-wide troubleshooting capabilities
- Record detailed case information and resolutions in the ticketing system, ensuring transparency and consistency across support workflows
- Develop and maintain user guides, FAQs, and internal documentation to improve self-service and reduce repeat inquiries
- Configure and deploy laptops, mobile devices, printers, and software applications; manage setup and decommissioning for new and departing employees
- Support network access needs, including Wi-Fi connectivity and secure remote access via VPN
- Lead new hire onboarding sessions focused on IT setup and security awareness, coordinating with HR and team leads to ensure a smooth start
- Participate in an on-call rotation to address critical after-hours incidents as required
- Track software licensing and renewal schedules for assigned applications
- Support internal IT initiatives, from system upgrades to compliance projects, as operational demands require
- Assist during major incidents by executing remediation steps, gathering technical data, and supporting internal communications
- Enforce security standards in every interaction, guiding users on policy compliance and supporting audit readiness
Qualifications
Applicants should have at least six years of hands-on experience in an IT service desk role, with proven ability to support diverse operating systems and cloud-based tools. Strong communication skills are essential for translating technical details into accessible guidance.
Required expertise includes macOS, Windows, iOS, and Android environments, along with Google Workspace, Okta, Slack, Zoom, MS Office, and Office365. Experience with MDM platforms, Jira, telephony systems, and remote access solutions is expected. Familiarity with IT security principles and cloud infrastructure is critical. Candidates must thrive in fast-moving environments, managing multiple priorities with precision.
A bachelor’s degree in a technical field is preferred but not required. The ideal candidate is adaptable, detail-oriented, and committed to long-term system improvement.
Work Environment
This is a hybrid role with team members across San Francisco, New York City, Mumbai, Bangalore, multiple U.S. states, Canadian provinces, India, Luxembourg, and England. Employees can choose from various work models, including remote, office-based, or a flexible mix. The organization supports a values-driven culture focused on enhancing market efficiency through technology.
Benefits & Compensation
Comprehensive benefits include medical, dental, and vision coverage for employees and dependents, mental health support, fertility and family planning resources, and life insurance. The organization offers generous time-off policies, paid leave for family, medical, and bereavement needs, retirement planning options, and an annual professional development allowance.
Employees receive a technology stipend to customize their home workspace. The base salary range for this position is $104,000 to $130,000 USD, with equity included as part of total compensation.
