IT Helpdesk Support (Boston)

IT Helpdesk Support role - US (Hybrid)

At G-P, our mission is to break down barriers to global business, enabling opportunities for everyone, everywhere. With remote-first and diverse teams all around the world, our people are key to achieving this mission. That’s why we trust our Dream Team members with the flexibility and autonomy to do their best and most innovative work, encourage and support their personal growth and career development, and believe in recognition for a job well done.

Our industry-leading SaaS-based Global Employment Platform™ enables our customers to expand and grow into 180+ countries, creating more opportunities for global success – without requiring entity or subsidiary setup. The technical opportunities you’ll experience here have a positive impact on people and their work/life possibilities around the world. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you.

If you have a passion for automation, are a deep innovator, and want to solve complex problems that lead to a world of positive results, consider G-P. Here, your knowledge and experience will be crucial to helping design and develop high-performing cloud-based software products using traditional Agile methodologies and modern frameworks.

Beyond a competitive compensation and benefits package, what we offer to all employees along the way is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of your best innovations becoming reality.

About the position

Provide and maintain a top-class IT Support service to all GP users, whilst ensuring the effective delivery of ticket management within Level 1 & 2 support.

This is hybrid role is based out of our Boston Office requiring on rota support for both remote and in office-based work.

What you will do

• The role acts as an IT Support Technician and perform tasks akin to that of an IT helpdesk. 
• Responsible for both IT ticket resolution via a Helpdesk Ticketing system, with management of own work queue.
• Teamwork: Work closely with your global colleagues across IT Support to share knowledge and technical expertise as needed. Provide best in class local support to all G-P executives and staff.
• Documentation/Communication: Document all operating procedures, automation, and best practice initiatives in line with ITIL standards.
• Software: Document and ensure all approved software is catalogued, licensed, and under agreed SLA support.
• Managed services: Work with 3rd party managed services providers/ vendors to provide full and optimal support for all systems globally.
• Information Security: Apply and enforce all Information security policies across the group. Enforce established standards for client hardware, security, and software, including compliance with all relevant IT standards. SOC2, ISO27001, Data Protection - GDPR. Ensure all systems are patched to the latest levels, and cybersecurity controls are applied across the estate.

What are we looking for?

• 2 years IT Support experience.
• ITIL best practice for IT Service Management ITIL V3 or V4 certification or at least currently studying for this.
• Experience supporting users in a cloud-based environment.

• Previous experience in a Support Team role (helpdesk or Deskside Support)
• Understanding Cloud Infrastructure (IaaS, PaaS, SaaS) and technologies such as Microsoft Azure, Google Cloud, Amazon Web Services (AWS)
• A strong technical background in topics relevant to this role, such as Azure AD identity management, two-factor authentication, Office 365 administration, client configuration, mobile device management and deployment
• Knowledge of client automation tools (Intune, Jamf, ConnectWise Automate/Manage), endpoint security platforms (Webroot, Microsoft Security offerings), and collaboration platforms (SharePoint, Slack)
• Strong communication skillset both technical and end user level.

BAU Tasks

• Queue and Ticket Management (Service Now)
• Attendance in regional Daily Huddles and Team Weekly’s
• Building laptops and MacBooks for onboarding purposes.

Non BAU Tasks

• New user account provisioning (onboarding process)
• Ad Hoc IT projects

The annual gross base salary range for this position is $55,000 to $65,000. Actual compensation for this position may vary and will depend on multiple factors including relevant qualifications, experience, education and geographic location. This position is also eligible for an annual bonus dependent on various factors, including and without limitation, individual and company performance in addition to base salary.

G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, flexible spending accounts, medical Insurance, dental Insurance, vision Insurance, 401k, and sabbatical after 5 years of service.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.