Responsibilities (What we expect)

• Be the first responder to investigate and resolve IT support requests and escalate unresolved issues as appropriate.
• Manage deployment and maintenance of Persefoni’s applications and devices using mobile device management solutions (Jamf and Intune).
• Create support documentation for Persefoni’s internal business application suite.
• Assist with the development and maintenance of standards and best practices for responding to IT support requests.
• Manage ticket submission, tracking, and reporting via Persefoni’s ticket management system.
• Deploy and maintain IT assets (Dell Windows PCs and Apple Macbooks)
• Assist with enforcing security methods including VPN, authentication, and MFA using Cloudflare, Okta Verify, and other systems.
• Manage application access via single sign-on platform and other systems including Okta and Auth0.

Qualifications (What you bring to the role)

• 2 or more years of experience in IT customer support or help desk related functions.
• Experience with maintenance or administration of Windows and macOS workstations.
• Experience managing ticket creation, updates, and resolution via a ticket management platform, such as Jira, Zendesk, or ServiceNow.
• Ability to professionally and succinctly present IT issues or risks to members of management or senior leadership.
• Comfortable communicating with people at all levels across the company and around the globe.
• Good oral and written communication skills, including experience writing direction, instructions and announcements for end users.