IT Support Technician 2 at ShipHero

We are looking for a talented professional to join our team! If you are ager to be part of a dynamic and innovative team, we want to hear from you.

We are seeking a IT Support Technician 2, who will be responsible for being the first point of contact for users seeking assistance with IT Helpdesk issues via phone, email, or Slack. The IT Support Technician 2 primary responsibility will be to resolve user-reported issues effectively while collaborating with higher-level support for more complex problems.

Supervisory Responsibilities: None.

Essential Functions/Responsibilities of the Position:

• Resolve user-reported issues through various communication channels such as phone, email, or Slack.
• Escalate complex problems to senior support staff as necessary.
• Troubleshoot software issues effectively to ensure prompt resolution.
• Recognize phishing attempts and give appropriate reports to targeted users.
• Prioritize incoming issues based on urgency and impact on users.
• Maintain accurate and detailed communication through our Jira ticketing systems.
• Basic documentation tasks of new processes and procedures.
• Assisting with the new hire orientation and onboarding process.

Position Qualifications:

• EDUCATION: BA/BS degree in Technology, Engineering or similar, is preferred.

• EXPERIENCE:
  • 1 - 2 years of experience in IT Support or customer service roles.

• REQUIRED SKILLS:
  • Implementation: Proficient in troubleshooting software issues.
  • Security: Ability to recognize phishing attempts and enforce security protocols.
  • Planning: Skill in prioritizing issues based on urgency and user needs.
  • Personal Skills: Demonstrate patience and active listening abilities.
  • Communication: Strong written and verbal communication skills related to ticketing systems.
  • Collaboration: Work closely with higher-level support staff to address escalated issues.
  • Product Knowledge: Familiarity with helpdesk software and systems.

EEO Statement:

ShipHero is an Equal Opportunity Employer and considers all candidates for employment regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other characteristics protected by law.

While we try our best to maintain a healthy work/life balance, there are times when we need to do on-call and after-hours work to facilitate business needs.

If you're ready to contribute to a dynamic team and help our users resolve their technical issues, we encourage you to apply for this fully remote position!