IT Support Specialist

GitHub is looking for an IT Support Specialist who will be involved in managing a wide range of responsibilities related to IT support within an organization. This includes tasks such as triaging and prioritizing support requests, setting up new hires, providing support for various IT services and hardware, managing access to third-party software, troubleshooting technical issues, and ensuring exceptional customer service. IT Support Specialists are also responsible for documenting processes, developing IT policies, and shaping their own professional development.

The ideal candidate will not only have the ability to serve in a technical capacity, but should also have a deep passion and enthusiasm for solving complex IT problems while providing a world class end-user experience.

This role will be supporting our San Francisco, CA offices, and therefore will require somebody to be onsite at least 4 times a week.

Responsibilities

• Triaging, prioritizing, resolving, routing and scheduling all incoming IT support requests
• Transparent and timely communication with stakeholders on open issues, tickets, and requests
• Setting up new hires, provisioning accounts and access
• Providing support for services such as video conferencing, remote access, internal products, and mobile technology
• Supporting and managing our standard endpoints, comprising of macOS and Windows systems, including Mobile Device Management
• Provide trusted remote hands for other teams where appropriate, such as Security and Infrastructure engineering teams
• Front line support for network problems, working with and learning from our network experts
• Managing access to third-party software (e.g. Google Workspace, Azure, etc.)
• Lifecycle Asset Management, from procurement to retirement including; managing computers, monitors, software licenses, etc
• Troubleshooting & resolving conference room AV issues (all hands spaces are supported by Video Production team)
• General IT support for live events or department meetings
• Provide exceptional customer service
• Documenting and updating internal processes and guidelines
• Communicating and developing IT policies
• Shaping your own professional development (PD)
• Troubleshooting IT issues, both independently and collaboratively
• Supporting proactively the wider office

Required Qualifications

• Working knowledge of IT systems administration & support for core SaaS business applications, such as; Google Workspace, Slack, Zoom, Okta etc.
• Working knowledge of IT hardware and the ability to perform advanced troubleshooting on Mac OS & WindowsOS (Bonus for LinuxOS)
• Working knowledge of endpoint management platforms; Jamf and Intune
• Working knowledge of Meeting Space technology; Zoom Room devices & software, Schedulers, Digital Signage

Preferred Qualifications

• High school diploma required, associate's degree in computer science or information technology preferred
• 2 years professional experience working in Information Technology Support
• Ability to lead with kindness and create a world class client experience with a focus on end-user satisfaction over technical perfection
• Excellent customer service skills and desire to help the company succeed

Minimum hourly rate of $27.46/hour to maximum $51.01/hour.

In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.

These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role.

Location: In this role, you will be working onsite in GitHub’s San Francisco, California Office. 

#LI-Onsite 

 

About GitHub: 

GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open source community on earth (and 99% of the world’s software has open source code in its DNA). Many of the apps and programs you use every day are built on GitHub.

Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). 

At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth o