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Bitly Hiring for Helpdesk Technician at New York, NY Full Time
Full Job Description
At Bitly, we believe in the power of the link or scan – to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.
The Role
Bitly is looking for a Helpdesk Technician who will independently manage the inbound ticket queue for service requests from all Bitly employees. This Helpdesk Technician will independently manage a high-volume of requests from employees with a strong attention to detail and effective prioritization.
As a member of the IT team, you understand when to escalate complex issues as necessary and document all daily communication transactions, details and solutions.You need to be a highly detail oriented and analytical individual to accurately capture employee interactions and close out submitted tickets in a timely manner.
In this role you will serve as the first point of contact for employees seeking technical assistance so you should have excellent interpersonal and communication skills. Your team will rely on you to diligently follow policies and procedures for consistent work delivery and InfoSec auditability.
What You’ll Do
- Manage Help Desk tickets in a timely manner with a high level of prioritization
- Follow-up with customers to ensure issues are resolved
- Maintain user profiles in multiple tools and prepare the onboarding of new resources
- Audit web applications for proper licenses and contract utilization on a regular basis
- Generate audit s
- Document customer interactions
- Run diagnostics to resolve customer ed issues
- Escalate issues to the next Tier when necessary
- Install, make changes and repair computer hardware and software
- Remotely monitor systems and proactively troubleshoot endpoints with out of date security patches or antivirus definitions
Who You Are
- You have 2+ years of experience working in an IT Service Desk environment
- You have proficiency with MAC and MS computers
- You have excellent oral and written communication skills
- You are detail oriented in order to keep detailed notes on tickets
- You are highly organized to keep Help desk tickets in order
- You have the ability to diagnose and resolve basic computer technical issues
- You have a BS degree or equivalent experience
Bonus Points
- Experience with Google Workspace (previously GSuite)
US Employee Benefits
- Competitive Salary + Stock Options
- Comprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)
- 401k with up to 4% employer match
- One Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidance
- Wellness reimbursement program
- Partial cell phone service reimbursement
- Voluntary LegalShield for legal services and IDShield for identity theft protection
- Unlimited vacation, personal time, and flexible work from home policies
- Full support for remote work during COVID-19, including a $500 home office and separate WiFi stipend
- Generous parental leave policies; maternity and parental leave for growing families
- Budget for professional development opportunities, including courses and conference attendance
- Snacks, drinks, and weekly catered lunches (when our offices reopen)
- Company sponsored volunteering opportunities (when it is safe to do so)
Closing
US applicants must be currently authorized to work in the United States on a full-time basis.
*** Must live in or be willing to relocate to one of the following states to be eligible for hire: New York, New Jersey, Connecticut, Massachusetts, Vermont, North Carolina, Illinois, Virginia***
If you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)
The annual cash compensation range for this position is $65,000 – $80,000 (with potential for bonus). Final compensation will be determined based on experience and skills and may vary from the range listed above.
#LI-JK1
Our Values
- Be a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the world
- Take Ownership. In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers’ most challenging problems and celebrate the wins together
- Champion Diversity, Equity & Inclusion. Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thrive
- Show Integrity. We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset – let’s do the right thing, even if it’s the harder thing
- Have Fun. Whether your time is here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetime
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Bitly also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Bitly.