Job Description

Position Summary:

The IT Help Desk Technician assists in managing our ticketing system, MDM software, and AWS platform while overseeing the onboarding and offboarding IT activities associated with employee profiles.

Position Responsibilities:

• Research end user issues independently, when needed, and document/develop a solution per company standards

• Develop additional MDM automation to facilitate user onboarding
• Identify MDM related company needs and create, configure, test, and deploy management of user systems via MDM Software.
• Collaborate with internal partner teams to identify compliance, best practice, or other IT related policy needs within the cross functional existing processes and workflows; identify and present enhancements and deploy solutions to the business.

• Responsible for all onboarding and offboarding related IT activities, including system-wide access, purchasing and retrieving of equipment, upgrades, asset tagging, etc.

• Create Exchange rules to address spam/phishing emails as needed.

• Collaborate with the IT Engineering team to drive systemic improvements to email filtering system.

• Promptly respond to user requests via ticketing system/phone calls/IM

• Assist users with access/system issues

• Write and update documentation for user reference

• Help build and establish procedures for newly established team

• Participate in a Help Desk OnCall schedule (tentatively will be 1 week/month, with potential higher volume at onset as the team grows).
• Responsible for adherence to the Capital Rx Code of Conduct including reporting of noncompliance.

Required Qualifications:

• 2+ Years experience in a Help Desk role (preferably in a medium or larger company)

• A customer-oriented approach to problem resolution

• Experience supporting Mac hardware/OSX in a Help Desk environment

• Experience supporting remote users in a distributed environment

• Experience with Jira Service desk or a similar ticketing system

• Experience with Office 365 suite

• Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally (for NYT “future onsite” roles only)

Base Salary: $50,000 - $60,000

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