Senior Service Desk Technician

About the Role

This role is based within our service desk in the Boston location and has a focus in Employee Lifecycle, which includes providing a great onboarding experience to new hires, as well as ensuring a seamless offboarding process. The right candidate will thrive in a dynamic environment, contribute innovative ideas, demonstrate flexibility, and passionately pursue individual and team goals. The Sr. technician will be asked to work closely with our other service desk technicians, as well as our global team. They are expected to exemplify the best practices of Service Experience and lead by example. The Sr. technician will be an active participant in providing assistance to the team in achieving individual and team goals and serve as a peer advisor and advocate. As a developing Lead or specialist, the Sr. technician will develop leadership skills without personally managing direct reports.

In this role, you will:

• Work closely with People Strategy, Talent Acquisition, MyMoose (Workday) team and Outside vendors to ensure all information and gear are available to their team in a timely manner. 

• Ensure all new hires are set up fully and feel supported on their first day.

• Monitor for terminations and ensure accounts are disabled and forwarded properly

• Track and communicate any devices that are coming back from terminations. 

• Maintain an accurate inventory for both new hires and terminations by working closely with the hardware team

• Responsible for running weekly sync meetings with extended onboarding staff.

• Provide peer assistance as needed with other service desk requests.

• Assist in projects where the skill set is aligned or impacting the onboarding/offboarding process.

The skills you’ll bring include:

• Minimum of 3 years in Service Desk Environment

• Ability to lead meetings or trainings both virtually and in-person to new hires

• Excellent communication and customer service skills

• Strong documentation skills

• Skills in User Management and device rollouts preferred

  • Understanding of technology stack used a plus

  • Jamf

  • Automox

  • WorkspaceOne

  • Freshservice

  • GSuite

  • Slack

  • Zoom/Zoom Rooms

This role is considered hybrid and requires 3 days in the office. Onboarding consistently happens on a Monday, unless a holiday falls on their start date and in this instance, the onboarding training will happen the next working day.

We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.
 

About Rapid7

At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what’s possible and drive extraordinary impact.

Here, we’re building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 11,000+ global customers ahead of whatever’s next.

Join us and bring your unique experiences and perspectives to tackle some of the world’s biggest security challenges.

 
#LI-JM2

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.