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Sr. Service Desk Technician

2 months ago

Austin, Texas, United States Rapid7 Full time

About the Role
This service desk role is based in Austin, TX and has a focus on technical support. You will be responsible for providing hands-on technical assistance for the local Austin Office which includes troubleshooting, datacenter lab configuration, network assistance, meeting room support, and assisting new hires (as needed). This role also includes providing remote support for other offices. The right candidate will thrive in a dynamic environment, contribute innovative ideas, demonstrate flexibility, and passionately pursue individual and team goals. The Sr. technician will be asked to work closely with our other service desk technicians, as well as our global team. They are expected to exemplify the best practices of Service Experience and lead by example. The Sr. technician will be an active participant in providing assistance to the team in achieving individual and team goals and serve as a peer advisor and advocate.
In this role, you will:

  • Field incoming help desk tickets from end users via the ticketing system, Slack or Walk-up
  • Document all pertinent information and create knowledge base articles as needed for future use.
  • Perform preventative maintenance, including system updates, printer support and meeting room support.
  • Escalate requests as needed to the appropriate experienced tech or team.
  • Provide peer assistance as needed with other service desk requests.
  • Assist in projects where the skill set is aligned or impacting the service experience teams.
  • This role works closely with many external teams and outside vendors - Ability to collaborate seamlessly to achieve the same goal.
  • Collaborating with other teams to improve the process continually. Adding in more automation, reducing human error, and saving time.
  • Working closely with the hardware team to keep an accurate inventory of all new devices and used devices in your location.

The skills you'll bring include:

  • Minimum of 3 years in Service Desk Environment
  • Strong teaming abilities
  • Excellent communication skills
  • Strong documentation skills
  • Skills in User Management and device rollouts preferred
  • Understanding of technology stack used a plus
    • Jamf
    • Automox
    • WorkspaceOne
    • Freshservice
    • GSuite
    • Slack
    • Zoom/Zoom Rooms

This role is considered hybrid and requires 3 days in the office. Flexibility is needed as things can change and supported days can increase pending office support and project releases.
We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what's possible and drive extraordinary impact.
Here, we're building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 11,000+ global customers ahead of whatever's next.
Join us and bring your unique experiences and perspectives to tackle some of the world's biggest security challenges.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.