Job Title: Information Technology Support Engineer- SaaS

Location: Remote Role- West Coast Hours only

Duration: Till Jan-31-2025

Pay Rate: $30/Hr on W2

Job Description:

• Client is The World’s Identity Company. We accelerate a world where everyone can safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

• In this role, you will be responsible for supporting our federal employees and ensuring they have the best support experience. You will be part of a globally distributed support team that provides dynamic IT support for our employees. You will also share knowledge with our employees, helping them to use technology to power their productivity as we continue on our Dynamic Work journey.

• You will be a strong advocate for our employees, learning and understanding their technology challenges and championing change with our technology solutions that make it easier to get our best work done. Our team is helping to transform the future of work, which isn’t easy but is tremendously fun and rewarding. We work on challenging problems, are data-driven, and always focus on the employee experience.

• This IT Support Engineer will provide frictionless support, share best practices, and be a trusted advocate for our internal customers. A successful IT Support Engineer must have a strong understanding of common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks, virtual desktops, and operating systems. The ideal candidate will also have great attention to detail and will be comfortable working in a fast-paced environment. Quick issue resolution and regular proactive maintenance are key to keeping the organization running.

• Our goal is to empower our employees for success while ensuring the utmost security for our data. Join us on the Client’s mission to become the world’s most secure company.

Technical Skills:

"Minimum REQUIRED Knowledge, Skills, and Abilities:

• Must live in the U.S. and be a U.S. citizen.

• 3+ years’ experience with Mac and PC technical support.

• 3+ years’ experience working in a heavily SaaS-based environment with responsibility for managing user/role-based access to systems.

• 2+ years supporting VDI solutions (VMware, AWS).

• Experience with Zoom and Zoom Room support.

• Flexible for early morning coverage and some late evening support.

• Experience with high-priority escalations and high-pressure situations.

• Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail.

• Excellent communication skills and customer service attitude.

• Self-starter with initiative and a high 'figure it out' factor.

• Proven desire to take ownership of tasks and projects and follow through to completion.

Job Duties and Responsibilities:

• Daily support and triage for our federal employees

• Provide in-person and remote support to our employees (all worker types and employee levels). Requests will come in a variety of forms such as tickets, walkups, Slack, and email

• Meet and/or exceed Service Delivery SLAs and CSAT goals

• Break/Fix support as issues are discovered and resolve issues in a timely manner

• Proactively look for opportunities to increase customer and team productivity

• Effectively communicate with our customers and stakeholders with empathy and a customer-first mindset

• Create knowledge articles and videos to enable our team and customers with technology best practices Inventory and asset management including receiving and building of hardware as well as ongoing management of assets (loaners, redeploying used assets, EOL older assets, loss prevention, etc.)

• Strive to resolve all employee support interactions on the first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment

• Assist with onsite projects as assigned

• Willingness and ability to be onsite as needed

• Ability to identify potential user issues as larger system or company-wide incidents

• Bring a positive and fun spirit to the work you do each and every day

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