Desktop Support

Company Description

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

Job Description

You will be working directly with a team of highly-skilled Desktop Support agents and be a part of a larger team of IT professionals that service our corporate infrastructure. This is an in office position Monday-Friday in the office.

As Desktop Support, you will provide support primarily to our US employees, as well as help support employees from other locations. You will be responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, run diagnostic programs, isolate problems, determine and implement solutions with excellent customer service.

Job Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries through Zendesk and email.
• Troubleshoot and resolve issues related to both Windows and Mac OS
• Help write and maintain documentation for employees
• Help new hires and current employees with system setup and day 1 training.
• Leverage administrative software to diagnose and remediate issues
• Follow up with employees to ensure the issue has been resolved.

Availability: Must be able to work 8am to 5pm PST, Monday - Friday with a Monthly rotating on call schedule.

Qualifications

• Must be proficient in both Mac and Windows OS
• Experience in Citrix
• High level ability to communicate through different channels
• Experience with computer management systems such as Jamf and SCCM
• Experience with Active Directory
• Experience in Customer Service from an IT perspective
• Excellent analytical and diagnostic skills.
• Knowledge of computer hardware and printer setup
• Ability to work remotely and independently

Education and Experience:

• High school diploma, GED, or equivalent
• IT degree or relevant certifications
• 3+ years working as a help desk specialist.

Additional Information

At SquareTrade you will have access to:

• Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforce
• Inclusive fertility care plan
• 5% company match into 401(k)
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Career experience programs, tuition reimbursement and unlimited access to online courses to support your professional growth
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Flexible paid time off plus a generous holiday schedule
• Paid volunteer time to give back to the community
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Reimbursement for in-home office setup
• Various corporate perks and discounts

(California Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in California, to be within the following range: $29.00-$39.00 per hour.

SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.

The Team: http://www.squaretrade.com/leadership

Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.