IT Specialist

The role, in a nutshell:

As an IT Specialist at a remote technical company, your role is crucial in ensuring the smooth operation of the company's IT infrastructure and supporting all Chainguardians. You'll be responsible for managing and troubleshooting various IT systems, providing empathetic, detailed, and prompt technical support to employees, implementing/ensuring compliance with security, and collaborating with the entire company. Working remotely requires strong communication skills, self-discipline, and the ability to collaborate effectively with internal stakeholders across many different time zones. As one of the first IT hires, this role is a great way to get a lot of experience across many projects and processes actively being created. 

What you’ll do:

• Prioritize excellent customer service to employees; quick response and proper and accurate feedback on technical problems
• Utilize, maintain, and improve our ticketing system and process
• Receives requests through the IT ticketing system, via email, or Slack for assistance on computer related problems including hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or escalates to appropriate technical staff as appropriate
• Assist users to self-service resolve problems by writing documentation/help articles
• Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and business systems
• Installs and configures software for new users; manage hardware and software asset lists through our MDM’s and Security tools
• Escalates technical issues and coordinates with IT leadership to resolve problems and provide solutions
• Ensures compliance with established IT/Security and company policies and procedures
• Provides on-call support (some holidays)
• Help manage employee lifecycle through onboarding new Chainguardians with tools, systems, and hardware collaborating closely with Chainguard’s HR/Recruiting team.

What we're looking for:

• Experience in IT Support, ideally at a remote or startup environment
• Experience with MacOS and Linux
• Experience with mobile device management (MDM)
• A strong understanding of IT Security best practices and a desire to improve them
• Excellent written and verbal communication skills with both technical and non-technical audiences
• Some travel required
• Help maintain/troubleshoot company conference A/V systems as needed
• Proactively self-motivated and self-starter
• Strong ability to cycle between working independently and in a team environment
• Motivated and eager to participate in growing and changing environments (often wearing “many hats”)
• An eagerness to grow and build a company that’s solving an important problem