Desktop Support Technician

At Volta we’re on a mission to accelerate the adoption of the electric vehicle. Volta's award-winning charging stations benefit brands, consumers, and real-estate locations by providing valuable advertising space to businesses and convenient charging to drivers. Strategically located in places consumers already visit, Volta's chargers are currently the most used electric vehicle charging stations in the United States.

The Opportunity at Volta Charging
The Desktop Support Technician is a brand new position to help us grow our team infrastructure and achieve our goals. The primary tasks of this position will be project focused on endpoint management and work on Tier 2 support in related time-zones when needed. 

Own day-to-day IT support tasks for the local region. Collaborate or potentially own specific products that we are working to launch and follow change management  processes.

By 90 days you will be expected to be able to efficiently accomplish the following:

• Take on Tier 2 tickets and occasionally assist Tier 1.
• Administer our core applications for day to day support, change management, and begin to highlight inefficiencies. 
• Assist our Tier 1 with questions a Tier 2 person would know in regards to core applications.
• Understand our ticketing system and the process of escalation.
• Being responsive to customer needs and questions.
• Being able to own lifecycle changes for employees.
• Create or update KB for our users.
• Ability to support Okta with application assignments and troubleshooting.
• Ability to support Jamf with maintaining our data and settings.
• Document changes you make to our systems. 
• Independently work on IT projects.
• Perform standard lifecycle changes with collaboration of other administrators.

By 6 months you will be expected to be able to efficiently accomplish the following:

• Administering our SaaS applications, discovering and implementing ways to automate services, perform changes per Security recommendations or general enhancements..
• Perform project tasks assigned to you and find the solution without supervision. 
• Come up with customer focused solutions to allow end users to resolve common issues. 
• Work independently on all L2 ticket resolutions
• Work independently on all administrative projects in coordination with our project manager.
• Achieve 90% SLA’s

Capabilities: Key Characteristics of Success:

We are looking for a Desktop Support Technician to join our team reporting to the IT Operations Manager. In this role you will provide Tier 2 support to our users as well as support our Help Desk team with applications and devices, manage employee lifecycle, manage our core apps and collaborate on non-core application administration. Our team manages end user endpoints, asset management, procurement, SaaS applications and services and more. 

You are the perfect candidate if you are self motivated and confident in your ability to come up with new and innovative ideas as well as reduce the need of repetitive tasks. Your communication and problem solving skills are like no other, are reliable and work well with little to moderate supervision. In this role you will need to be able to work in a fast paced environment where you can share your ideas to improve our systems and learn new systems on the fly to help support our user base. 

Have demonstrable administrative experience in the following systems:

• Okta
• Google Workspace
• DropBox
• Slack
• Zoom
• Teams
• Atlassian
• Adobe
• Docusign
• Monday.com
• Meraki
• Linux, Apple, and Windows devices

Bonus points:

• Jamf
• Azure Active Directory
• Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems
• Strong knowledge and experience of record keeping and documentation using ticketing systems such as Jira Service Desk or ServiceNow
• Solid troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting
• Provide day-to-day IT support to local, remote offices and global users using Jira Service desk and Slack.
• Create knowledge base articles to better help your colleagues and end users find the solution they need during times where you are unavailable. 
• Occasionally travel to out of area offices at least once a year.
•  SaaS certifications