Senior Helpdesk Specialist

About the Job

Caribou is looking for an experienced Senior IT Helpdesk Specialist to serve as the frontline support for all end-users. You will handle everything from new hire setups, terminations, and manage the help desk ticket queue. Your goal will be to help ensure that our Caribou crew’s internal productivity needs are met, improve them ongoing, and anticipate issues before they become issues.  You will also gain experience in areas such as hardware management, provisioning, and knowledge management to help broaden your skill set.

This role will be considered In-office at our downtown Denver, CO location.

About the Role

You will be responsible for:

• New Hire Set Up:
• Take charge of provisioning and configuring IT equipment and accounts for new hires, ensuring a smooth onboarding process.
• Collaborate with HR and other departments to coordinate the setup of workstations, software installations, and access to essential resources.
• Termination:
• Facilitate the off-boarding process for departing employees by revoking access, collecting company equipment, and ensuring data security measures are followed.
• Helpdesk Ticket Queue, mostly but not limited to Tier 1:
• Oversee the Helpdesk ticket queue, prioritizing and resolving Tier 1 issues efficiently to meet service level agreements (SLAs).
• Provide timely and effective responses to end-users, ensuring proper ticket escalation and follow-up when necessary.
• Access Management:
• Manage user access permissions to various systems and applications, adhering to security policies and authorization levels.
• Regularly review user access rights and make adjustments as needed, ensuring data integrity and compliance.
• Documentation and Knowledge Management:
• Maintain comprehensive and up-to-date documentation for IT processes, troubleshooting procedures, and system configurations.
• Foster a culture of knowledge sharing, ensuring that information is readily available for the IT team and other departments.
• Conference Room Management (Across All Offices):
• Oversee the maintenance, and technical support for conference rooms in all company offices.
• Ensure audiovisual equipment, video conferencing tools, and other meeting technologies are in working order for seamless meetings.
• On-Call Rotation:
• Participate in the on-call rotation to provide after-hours and weekend support for critical IT issues.
• Respond promptly to emergency situations, troubleshoot problems remotely, or arrange on-site assistance when required.

About You

You most likely identify with many of these qualities:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 2+ years experience as an IT Helpdesk Specialist or in a similar technical support role.
• Extensive knowledge of various operating systems, software applications, and hardware components.
• Strong expertise in troubleshooting hardware, software, network, and security-related issues.
• Familiarity with IT service management (ITSM) tools and best practices.
• Excellent communication and interpersonal skills with a customer-centric approach.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Industry certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent would be a plus.

Our IT Tech stack is not limited to this list but gives you a general flavor of our ecosystem: 

Hardware: Apple, Lenovo, Dell, 

Operating Systems: Windows, Mac, Linux

Software: Google Workspace, Bettercloud, Jumpcloud, Cisco Meraki, JIRA, Confluence, Slack, Five9, Zoom

Everyone at Caribou is a valued team member, and we always strive to live up to our value Take Care of Each Other. Our compensation and benefits package includes: 

• Base salary of $50,000 - $80,000 annually
• Equity options
• 401k savings program with 3% company contribution
• Generous paid time off including: 20 days accrued PTO per year, 14 annual company holidays, 16-weeks paid parental leave, bereavement leave, and volunteer day.
• Robust wellness benefits including company-paid plans for health, dental, vision, mental health, disability and basic life insurance.
• Optional benefits to suit your individual circumstances such as HSAs, FSAs, supplemental life and medical insurance, and pet insurance.
• Up to $1,000 per year for eligible professional development expenses