IT Helpdesk / Desktop Support

Job Description

What makes the difference between a product that’s engaging, compelling, and easy to use—and one that’s frustrating, broken, and complicated? The answer is user experience . Here at UserTesting, our mission is to eliminate bad user experiences from the world.

We are seeking a full-time IT Support Specialist to provide end-to-end support in our Mountain View office, with some travel to our SF office. Our corporate infrastructure is 90% mac, we use Google apps and many of the usual enterprise grade SaaS apps including Salesforce, Zendesk, Jira and Confluence. Our network equipment is a mix of Meraki, HP, Juniper and Cisco. This role will share in the day-to-day support of all staff, devices, services, but may also take on larger design/deployment initiatives.

Eagerness and ability to assist and educate others on the IT team is a must as culture is very important at User Testing. We have great people on staff and want our IT team reflect and support that culture.

THE ROLE:
Responsible for administering and deploying equipment and software solutions company-wide

Share in IT on-call rotation, providing prompt and professional service to end-users

Take ownership of our ticketing system, following up with end-users to ensure resolution

Create technical documentation and guides for the IT team and end-users

Manage end-to-end corporate network from ISP relationships to desktop connectivity

Take ownership of projects that make end-user (and your) life easier. Task automation and bash scripts.

Manage software distribution and tracking

Working across teams to onboard and offboard users, maintain and upgrade all physical assets, including workstations, conferencing equipment, wifi and mobile devices Qualifications

Bachelor’s degree in technical discipline or equivalent experience (CCNA/CompTIA is a plus)

2+ years related IT administration/support experience in a mixed Mac/Window environment

Ability to troubleshoot voice and video technology, all aspects of Google Suite for Business, fundamentals of networking/DNS/DHCP, Active Directory, SAML and own issues to resolution even after escalation to senior staff

Willingness and eager to able to pick up additional software and technology skills as needed in order to take on more responsibility and advance in the organization

Project Management experience, and proven teamwork abilities

Experience in vendor management, working with ISP’s and SaaS support

Excellence in documentation procedures, keeping internal support wiki up to date

Knowledge of change management procedures and standards

Demonstrated Experience in:
Active Directory/LDAP administration and maintenance

Virtualized Servers (Hyper-V, AWS, VMWare)

Installation, troubleshooting, administration and management of Mac and Windows OS (90% Mac)

Hyper V, Server OS and JAMF

Ability to travel between our Mountain View and San Francisco offices

Additional Information

Besides a great work environment and the opportunity to change the world, we offer competitive salary, benefits, plenty of perks, as well as stock options.

Learn more about what it’s like to work at UserTesting at: https://www.usertesting.com/about-us/jobs