Lightspeed Senior Helpdesk
Posted Updated 4
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You will establish and run IT helpdesk operations, including ITSM workflows, ticketing, asset management, IAM, incident response, onboarding, and offboarding. You will troubleshoot devices, software, networks, and audiovisual systems while building automation, self-service tools, and internal documentation.
Responsibilities
- Design and implement ITSM workflows, ticket prioritization, SLAs, and escalation paths
- Configure and manage ticketing and asset-management tools
- Help hire and mentor future helpdesk analysts
- Manage IAM for internal tools
- Automate common support requests
- Troubleshoot hardware, software, and network-connectivity issues
- Provide end-user Ubuntu Linux guidance
- Manage Zoom conference rooms
- Support audio and visual equipment and events
- Ensure new hires receive configured hardware and SaaS access
- Retrieve assets and revoke access for departing employees
- Build internal knowledge-base resources
- Implement self-service tools and automated provisioning workflows
Requirements
- 5+ years in IT support
- 2–3 years in a lead, senior, or supervisory role
- Expertise administering Google Workspace, Linux, Slack, Zoom, Okta, and SaaS environments
- Knowledge of MDM solutions including Jamf, Kandji, or Intune
- Ability to mentor junior staff and manage vendor relationships
- Ability to communicate technical concepts to non-technical stakeholders
Benefits
- Equity and annual bonuses
- Medical, dental, and vision insurance
- Infertility benefits
- Legal services
- Identity and fraud protection
- Hospital indemnity, accident, and critical illness insurance
- Flexible PTO
- 10 paid holidays
- Parental leave
- Dog-friendly office
- Free catered lunch
- Stocked kitchen
- Free EV charging
- Long-term disability insurance
- Short-term disability insurance
- Life insurance
- Wellbeing benefits
- 401(k)
- Commuter benefits
- FSA, dependent care FSA, and HSA
- Referral and patent bonuses
