IT Support Technician - Technical.ly

IT Support Technician

Inspire |  Philadelphia, PA | Dev / Eng

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

POSITION SUMMARY

As IT Support Technicians, we serve our entire organization with the deep purpose of ensuring everyone has the tools they need to best perform in their daily roles. We solve problems on the fly and look for scalable solutions that solve big problems. We look to automate and future-proof the work we do so that we can focus on the road ahead of us. Above all else, we’re relentlessly kind to others and have a passion for helping people everywhere we go.

THE IT SUPPORT TECHNICIAN HAS FIVE MAIN RESPONSIBILITIES

  1. Rapid response to incoming helpdesk ticket requests or slack messages
  2. Coordinating employee on/offboarding with the People Team
  3. SaaS license and user management
  4. Maintenance of office network and A/V conferencing equipment
  5. Scaling company wide security policies and initiatives

SOME YEAR 1 DELIVERABLES

  • Implement SOPs for the cross-functional needs of the employee lifecycle
  • Assist in planning and role out of an IDP solution (Okta)
  • Assist in rollout of G Suite MDM
  • Carryout Security and Compliance initiatives
  • Expanding Covid-19 response protocols in and out of the office

SUCCESS METRICS

  • Clear ability to drive projects and tasks from start to completion through sprints and cycles
  • Speedy helpdesk resolutions with a positive NPS
  • Self-motivated and independent learning 
  • Willingness to ask questions when something is not understood
  • Willingness to slow down and teach others
  • Remaining level headed even while frustrated
  • Flexible and can quickly switch tasks if needed
  • On-time to work and to meetings
  • Clearly communicates with the team when extra support is needed

DESIRED TRAITS

  • Mission-driven
  • Empathetic 
  • Patient
  • Listener
  • Motivated by solving problems
  • Eager to learn
  • Positive
  • Helpful
  • Sees the “Big Picture”
  • Asks clarifying questions

EXPERIENCE

  • Must Have
    • 1+ years of help desk experience
    • 1+ years experience in SaaS management
    • 1+ years experience managing G Suite or Office365 environments
    • Experience with MFA systems (Authy, Duo, Google Authenticator)
    • 2+ years of Mac and PC administration
    • 1+ years experience with JAMF or other MDM solutions
    • 1+ years managing conferencing systems
    • Understanding of Cybersecurity principles and best practices
  • Nice to Have
    • Experience with Active Directory
    • Experience creating Standard Operating Procedures 
    • Project management or Agile experience
    • Experience with Jira or other ticketing systems
    • Experience managing a call center or VoIP solution
    • Network administration experience
    • Coding experience i.e. Java, Python, Bash, Homebrew, Batch scripting
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Health & Wellness Benefits
  • Dental
  • Disability Insurance
  • Health Insurance
  • Life Insurance
  • Vision
  • Wellness Programs
Parental Benefits
  • Family Medical Leave
  • Flexible Work Schedule
  • Generous Parental Leave
Perks & Discounts
  • Casual Dress
  • Company Outings
  • Snacks
Retirement & Stock Options Benefits
  • 401K
  • Company Equity
Vacation & Time Off Benefits
  • Generous PTO
  • Paid Holidays
  • Paid Sick Days

What are some examples of projects Inspire employees are working on?

Everyone is or becomes a full-stack developer. The company is very product-focused. Technologists are tasked with developing next generation consumer products that are easy to use and help members better understand their energy consumption. The team is currently working on Inspire’s consumer technology platform, which is written with a mix of Ruby and Angular 2, and using Ionic to create native mobile apps. Inspire’s tech team is constantly unlocking data that helps members optimize their energy usage, increase their home's value and decrease their carbon footprint.

How does Inspire encourage learning on the job?

Developers at Inspire love technology and are driven by their curiosity. It’s not a requirement to be an expert in the languages and tools we use, but it is a requirement to strive to get better at technology every day. At Inspire, coders get to learn and work with new technologies throughout the stack, whether it’s on the front-end, building API’s or working with our data scientists.

Outside of the office, engineers are given the chance to bond and develop their skills at a yearly hack-a-thon in Vermont. Some have even had the chance to spread Inspire’s mission globally. Through a trip to Colombia, a handful of Avengers paired up with a nonprofit, GivePower, to set up solar panels to help people in need of power.

How does the company’s mission impact its technologists?

In the best way. Coders have opinions, and those opinions are welcomed at Inspire. While technical skills are important, Inspire is looking for technologists who want to feel a sense of purpose when they go to work everyday. Inspire’s dev team brings the company’s mission to life in everything it builds. At the end of the day, developers are asking themselves the same question their colleagues in other departments are asking: Is this going to help us achieve our mission?

What does the company do to loosen things up?

The drive to create a larger impact on this world is very real, but employees don’t take themselves too seriously. Every employee is an Avenger fighting climate change. Every employee also has his or her own story about their first “Cupcake Smash,” an internal birthday tradition that features an Avenger cape and a cupcake eating competition (could you eat a cupcake in one bite?). That is, unless you’re CEO and founder Patrick Maloney, who donned a pair of goggles and plunged his head into a bucket of water to bob for his birthday cupcake.

What is every-day company culture like?

Avengers will tell you that company culture is a big draw, and like everything else about Inspire, the company mission is a big part of it. The team is driven by the collective desire to create something new — to test, learn and solve the tough problems. Inspire’s staff is young, energized, and motivated by purpose-driven work. Avengers are encouraged to learn new skills and put them to the test. Outside of work, team members can often be found together, whether it be at a happy hour or office yoga session. Side projects are encouraged, and several employees use their free time to build something unrelated to work or engage with environmental justice organizations.

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