IT Support Technician

GumGum is looking for a jack-of-all-trades IT Support Technician to provide internal IT support and system administration for our entire company. Working from our West Coast office, you will ensure employees, including our executive team, are provided with the tools to be productive and successful. You’ll be working hands-on in nearly all imaginable aspects of internal IT, including technical support, system administration, user education, and device management.

Note: GumGum currently operates in a ‘work from home’ virtual environment with sporadic opportunities for in-person business and morale events (health guidelines permitting). There will not be any requirement to go into the office on a daily basis moving forward. GumGum is only open to hiring remote candidates who are residents in the following states: AZ, CA, CO, CT, FL, GA, IA, IL, IN, KY, MA, MD, MI, NJ, NY, OH, OR, PA, TN, TX, UT, VA, WA, and MN. In this role, GumGum prefers a candidate located in Los Angeles and that can also occasionally offer in-office support.

What You'll Achieve

• Configuration & Deployment of 1:1 devices
  • Order, deploy, and maintain hardware and software, including computers, accessories, AV equipment, printers, etc.
  • Install and configure hardware and software components to ensure usability
  • Upgrade systems to enable compatible software
• Employee Onboarding / Offboarding
  • Provision equipment and access for new hires (onboarding)
  • Conduct weekly New Hire Orientation trainings
  • Educate employees on understanding and using internal IT systems
  • Retrieve equipment and revoke access for exiting employees (off-boarding)
• Manage IT Help Desk
  • Provide in-person / remote technical support to company employees, including Executive staff and global offices while updating ticketing records
  • Support and maintain office hardware globally (AV, Network)
• Systems Admin & Maintenance
  • Maintain accurate IT asset inventory records
  • Perform system administration for all corporate IT systems, (Jamf, Jira, Meraki, G-Suite, Sophos, JumpCloud, etc)
  • Help ensure the reliability and security of our corporate IT systems, for example by enforcing policies, identifying vulnerabilities, or performing backups
  • Work with various internal teams and external vendors to fix issues or make improvements
  • Write documentation for both internal IT and user-facing reference

Skills You'll Bring

• Bachelor's degree in computer science or engineering or related field, preferred
• 2+ years of in-house technical support experience
• 2+ years of IT system administration experience
• Experience troubleshooting systems
• Skilled in database programming and software installation
• Proficient with MAC and OS
• Ability to learn new technologies quickly and with minimal guidance
• Thrives on technical challenges and takes pride in solving them
• Proficient using and troubleshooting Linux, Windows, and especially Macs
• Experience with corporate computer networking, video conferencing, and VoIP phones
• Experience with the below tools a plus:
  • Google Workspace administration
  • Mac and Windows computer management (Jamf Pro, Microsoft Intune)
  • Experience providing Executive support
  • Atlassian system administration
  • SSO / SAML deployment and management
  • Cisco Meraki
• Outstanding technical aptitude
• Ability to leverage their own experience while quickly acquiring knowledge on-the-fly to troubleshoot unfamiliar systems with minimal assistance
• A motivated self-starter with a proven ability to work independently with minimal supervision
• Agile - ability to adapt to changes quickly
• Excellent communication(written and verbal)
• Strong interpersonal skills and ability to work with cross-functional teams, customers and external vendors 
• Must possess a high level of discipline while remaining flexible

Benefits & Perks

• Medical Coverage including 100% premium coverage for employee + spouse/family 
• Vision Coverage including 100% premium coverage for employee + spouse/family
• Dental Coverage including 100% premium coverage for employee + spouse/family
• Flexible Spending Account (FSA)
• Employer-Matched 401(k) Retirement Plan
• Life Insurance and AD&D
• Business Travel Accident Insurance
• Short-Term and Long-Term Disability 
• Stock Incentive Program (role dependent)
• Paid Parental Leave - Birth parents can receive up to 16-18 weeks for birth recovery and baby bonding. Non-birth parents can receive up to 10 weeks for baby bonding
• Transitional Return-to-Work Schedule 
• Modern Family Support: Cleo App
• Employee Assistance Program
• Legal and Identity Theft Protection
• WFH Stipend 
• Wellness Reimbursement 
• Flexible Time Off 
• Veterinary Discounts
• WeWork Monthly Pass
• Pet friendly organization - We love our fur babies! Check us out on Instagram @dogsofgumgum
• Incredible work/life balance with a collaborative and friendly work space
• A team that has transitioned to remote work impressively, and remains highly collaborative and connected
• GumGum Gives Back volunteering opportunities
• Virtual company events and (optional) in-person celebrations
• Virtual monthly team bonding events
• Anniversary recognition and awards