IT Helpdesk Associate II

About Veho
Veho is the post-purchase experience company that unlocks the potential of everyday consumers and brands to fully participate in e-commerce. Building an entirely new end-to-end logistics infrastructure, powered by the latest technology and designed for the modern era of shopping, Veho is reinventing shipping, and all parts of the post-purchase experience as we know it. By removing the pain from delivery and returns, Veho is creating powerful opportunities for brands to engage and build deep loyalty with their customers like never before.
As an IT Helpdesk Associate II, you will have four main responsibilities: training and tackling IT Helpdesk tickets, tackling small to medium IT projects, creating robust documentation and playbooks for systems, tools, and automation processes, and maintaining the upkeep of our endpoints in JAMF and other various MDM solutions. Below you’ll find detailed expectations about each respective responsibility. 
IT Services Staff Member
As a direct report to Veho’s IT Services Manager, you will be responsible for contributing to the IT org OKRs and KPIs that include but are not limited to: Satisfaction, Response Rate, Closure Rate, Team Stats, etc

Responsibilities:

• 4+ years of IT experience
• Experience working with SaaS tools such as Okta, JAMF (JAMF certified a plus), Google Suite, etc
• Oversee 100% of the service requests, incidents, and problems
• Manages and coordinates urgent and complicated support issues
• Determine the root cause of issues and communicate appropriately to internal and external customers
• Familiarity with basic networking with the purpose of being able to support our growing warehouse IT infrastructure 
• General knowledge of enterprise antivirus solutions so that simple troubleshooting can be done
• Monitor performance and maintain systems according to requirements
• Analyze and isolate issues
• Act as a point of escalation between the rest of the Helpdesk and the IT Services Manager
• Help lead the team in IT policy & process documentation
• Able to organize and prioritize assigned tasksIncident management
• Detailed documentation of processes, topologies, and system configurations
• Maintain and update accurate information across several systems including inventory records, knowledge base, and ticketing system
• Maintain and streamline identity access management
• Participate in an on-call monitoring rotation
• Minimal travel is required for this position (up to 5% of the time and on a domestic basis)

What you bring:

• Education: Bachelor’s degree in related fields such as Information Technology, Management Information Systems, Computer Science, or similar fields. Equivalent years of experience without a degree are considered.
• Skills: Customer service, communication, project, and program management, working technical knowledge of modern helpdesk and enterprise technologies, working knowledge of SaaS applications, SSO integrations, Network hardware and software solutions (Unifi, etc), remote access solutions, secure endpoint solutions and cloud infrastructure/connectivity, creative problem-solving.
• Experience: 3+ years of relevant education and/or work experience.ITIL knowledge and understanding of IT best practices.

Veho is a growth company that looks for team members to grow with it. Veho offers a generous ownership package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Veho employee shares one galvanizing mission:  to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers.  We are deeply value-driven (Ownership, Candor, Team Success, Human) and care tremendously about investing in people.  We are committed to creating a diverse team and an environment that provides everyone with the opportunity to do the work of their lifetime. Veho is unable to provide sponsorship at this time. 
Veho is committed to nurturing, cultivating and preserving a diverse and inclusive work environment. Empathy and respect for each other is core to our values and a central part of working here every day. The diversity of our employees, drivers and applicants is welcomed and encouraged.