IT Support Specialist

Who We Are: We’re builders, entrepreneurs, and problem-solvers who draw our inspiration from the incredible leaders we serve. Nearly 15 years ago, we set out to find a better way to help the country’s leading startups navigate the financial hazards that follow their first institutional funding. Today, Propeller’s 350+ full-time professionals on three continents are proud to be considered the premier finance and accounting partner to many of the most iconic emerging companies across the CPG, DTC, Technology, Crypto, and Professional Services industries. We are more than just an outsourced CFO and accounting provider; we are a growth partner for our clients. With a best-in-class technology platform, coupled with unparalleled data and workflow optimization tools, we give founders the visibility and confidence to make smarter decisions.

Title:  IT Support Specialist

Reports To:  Director, IT Services

Location:  Remote (In person meetings as needed)

Role overview: The IT Support Specialist is responsible for providing Tier 1 level support to end users, including but not limited to: providing support for break/fix issues, enterprise installations and troubleshooting for all in-office and remote users. This role will also be involved in oversight of the client’s PC imaging and client software deployment processes. As part of the Propeller Industries IT Operations team, this position requires deep technical knowledge, effective communication skills and a strong customer orientation to provide the frictionless, white glove service that is consistent with Propeller Industries’ high standards of service excellence.

Responsibilities: 

·       Serves as the first point of contact for end users seeking technical assistance via email, ticketing system; handing off to Tier 2 & 3 when appropriate

·       Ensures exceptional end user experience inclusive of excellent communications, responsive follow through and advocacy for end user’s IT issues

·       Performs remote troubleshooting to diagnose and resolve IT issues in a timely manner

·       Manages and executes critical processes such as employee onboarding and offboarding. This includes provisioning and deprovisioning of software licenses, account and access as well as building machines and coordinating equipment delivery

·       Supports IT assets and inventory management for both hardware and software

·       Contributes to documenting IT processes and ensuring Knowledge Base articles are well understood and stored in a specific location

·       Provides on-call support with evening and weekend work as needed

Qualifications:

·       Working knowledge of:

o   Software packaging methodologies and automated software installation (Intune)

o   Remote access tools

o   A/V Conference technology including MS Teams

o   IT Project experience as a major contributor a plus

·       Extensive knowledge of:

o   Microsoft technology stack including: Active Directory, M365, Azure and other products

·       Fundamental awareness of:

o   Scripting languages (VBS, PowerShell, etc.)

o   Networking fundamentals (TCP/IP, DNS, DHCP)

·       Bachelor’s degree in Computer Science and/or 3-5 years of equivalent work experience

·       Must possess personal tact, discretion and good judgment. Excellent interpersonal, written and verbal communication skills

·       Skills in problem-solving; including the ability to identify and appropriately evaluate a course of action

DEI Statement: At Propeller Industries, we encourage our employees and our clients to bring their true selves to the organization. We believe that a diverse team enables us to cultivate and improve upon our culture of inclusion and collaboration. As an equal opportunity employer, we welcome the contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, and beliefs. So however you identify and whatever your background, we encourage you to apply for this role if you share our passion for helping great entrepreneurs build great companies. We look forward to meeting you!

Compensation: Salary range between $50,000 - $60,000 with 401k match up to 5%

Current Benefits Offered: Generous Paid Time Off and Holiday pay, Comprehensive health benefits, plus dental, vision, short and long-term disability, and life insurance. HSA contribution, Paid Family Leave, 401k match and Remote Work.  We also help you grow in your professional life.