Senior Information Technology Support Specialist

At Kin + Carta, we’ve got opportunities to offer you — for growth, for leadership, for big, world-changing impact and for, dare we say it, fun. We are a global workforce that is committed to building a world that works better for everyone. And that starts with our Kin. That’s why we’re proud of: 

• The life we create within our virtual walls, every day
• Our B Corp certification
• Our ranking in Consulting Magazine's 2022 “Best Large Firms to Work For”
• The work we’ve done with some of the world’s most innovative companies

The role

We are looking for a Senior IT Support Specialist to join our growing team in the US. The ideal candidate for this role will be someone with 3+ years of service desk experience, with a desire for continuous learning and a passion for innovation. You will play a key role in supporting 1,500+ Kin across the globe as part of our Connective Digital Services team.

Role responsibilities

• Administering Microsoft Endpoint Manager to enable the effective governance and operational excellence of our Microsoft Windows 10 estate
• Delivering remote helpdesk support to our global user base, helping to triage diagnose hardware and software issues and administer software, systems and tools (e.g. Google Workspace, Slack, Zoom, Jira)
• Managing requests and tickets using our ITSM ticketing system, responding and resolving in line with our team’s SLAs
• Assist with onboarding new hires to our software and systems when required
• Deployment, management and asset tracking of laptops and other IT equipment associated to your region
• Maintaining the functionality of meeting rooms tech and cables/adapters when back in office
• Building our knowledge base, creating user documentation and developing our self-service capabilities
• Sharing knowledge and collaborating with our newly-formed global Connective Digital Services team
• Handling escalated tickets from junior team members
• Helping with onboarding, training and mentoring new or less experienced team members
• Leading team standups
• Organize and run internal training sessions
• Driving KPI improvements
• Serving as a subject matter expert on CDS systems, policies, processes and procedures to consult customers and stakeholders

Minimum qualifications

We want all new hires to succeed in their roles at Kin + Carta. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Minimum Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

• Demonstrable experience in the administration of Microsoft Endpoint Manager
• Demonstrable experience in the administration of Azure Active Directory
• Demonstrable experience with client device imaging, including the use of Windows Autopilot
• Demonstrable experience with OSE and 3rd party product maintenance (patching, vulnerability remediation, release and change management)
• 3+ years supporting a Microsoft Windows end user compute environment, including the packaging and automated deployment of software via Microsoft Endpoint Manager
• 3+ years of experience in a service desk environment
• Strong customer service mindset
• Knowledge/experience with SaaS administration and support 
• Understanding of network infrastructure and protocols (Wireless, LAN, WAN, VPN) 
• Demonstrated aptitude for continuous learning and innovative thinking 
• Ability to work independently with little direction, and also in a team environment 
• Strong written, oral and interpersonal skills with a demonstrated ability to communicate with internal staff
• Ability and willingness to provide occasional support off-hours when necessary 
• 2+ years experience administering Google Workspace

Preferred qua