SquareTrade is the fastest growing company of its kind. We're revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we're just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.Job DescriptionYou will be working directly with a team of highly-skilled Desktop Support agents and be a part of a larger team of IT professionals that service our corporate infrastructure. This is a Hybrid position for our Australian office.As Desktop Support, you will provide support primarily to our Australian employees, as well as help support employees from other locations. You will be responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, run diagnostic programs, isolate problems, determine and implement solutions with excellent customer service.Job Responsibilities:Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries through Zendesk and email.Troubleshoot and resolve issues related to both Windows and Mac OS.Help write and maintain documentation for employees.Help new hires and current employees with system setup and day 1 training.Leverage administrative software to diagnose and remediate issues.Follow up with employees to ensure the issue has been resolved.QualificationsMust be proficient in both Mac and Windows OS.Experience in Citrix.High level ability to communicate through different channels.Experience with computer management systems such as Jamf and SCCM.Experience with Active Directory.Experience in Customer Service from an IT perspective.Excellent analytical and diagnostic skills.Knowledge of computer hardware and printer setup.Ability to work remotely and independently.Education and ExperienceHigh school diploma, GED, or equivalent.IT degree or relevant certifications.3+ years working as a help desk specialist.Additional InformationOur core values:Customer Obsessed: treat every customer as if you were that customer.Innovate: never stop asking how we can do things better.Be an Entrepreneur: use resources wisely. Creativity, smart execution, and long-term thinking are free.Make an Impact: be passionate about what you do. Make a difference. Get stuff done.People Come First: Hire the best. Then respectfully challenge them to do their best.Integrity: be honest, be humble. Be you. With our customers, clients, competitors and each other.Benefits of Joining SquareTrade:Paid volunteer day and community involvement.Monthly allowances for phone/internet, wellness, and professional development.Access to comprehensive mental health resources.Inclusive hybrid work model, with a one-off $750 home office set-up allowance.Regular company socials to celebrate our collective achievements.Ready to Make an Impact with SquareTrade?We are proud to be an Equal Employment Opportunity employer, promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates, regardless of race, gender, age, religion, disability, sexual orientation, or any other status. Join us in making a difference.
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