Senior IT Support Specialist

3 weeks ago

San Francisco, United States SmartBiz Full time

**Senior IT Support Specialist - San Francisco**

San Francisco, CA / Information Technology / Full-Time **No sponsorship available for this role, now or in the future.**

**Overview**

SmartBiz is on a mission to transform small business lending.

Our industry-defining marketplace enables small businesses to access the affordable capital they need to thrive, and banks the ability to efficiently meet the unique needs of their SMB customers. To date, SmartBiz has channeled over $8.6 billion of capital to over 235,000 small businesses across the country, and over 50% of loans on our platform have gone to women-owned, minority, or veteran businesses.

**Senior IT Support Specialist**

Weve had a phenomenal year of growth and as a result, we are expanding the IT Support Team. We recently hired a Support Specialist in Austin and we are now seeking another Senior Specialist in San Francisco. Our Technology Infrastructure Manager is in San Francisco, and you will be reporting to him. The mindset of this team is service and solution-oriented. In addition, you should always proactively be contemplating infrastructure; what are we doing well, what can we do better, how can we continue to automate. We are a Mac-centric organization. Youll be set up for success and have an easier time transitioning onto the team if you have this experience in addition to VoIP, working in an AWS environment, and prior Helpdesk ticketing and triaging.

Your responsibilities will vary on an as-needed basis however you should see yourself doing things ranging from configuration and maintenance, packaging and shipping equipment out to our remote workforce, providing that workforce with exceptional support, and vendor research. Youre a great multitasker, know how to prioritize, and youre one of those support people who makes others feel that no question is a dumb question.

As with many other companies, we are striving to understand how to balance remote and on-site time, especially for our Support Team. We will collaborate with you on the percentage of time in office, versus remote. We do however need you to be near enough to San Francisco that you can spend time there, at least regularly initially and then on an as-agreed-to basis moving forth.

Youll be reporting to Nico Mendiola. One of the many reasons we extended him an offer to join our team is because he embodies these things were also asking of you; hes collaborative, approachable, and understands the power (impact) of his words. He has a great support mindset and skill set. His 15+ years of experience, including certifications in JAMF, and his academic background - are what help set him up for success and will also help set you up for success.

*Occupational note: equipment weighs between 10-30 pounds but can reach up to 50 pounds on occasion, and installations often involve gaining access to hard to reach areas such as under desks or behind equipment.* **What We Are Looking For:**

+ Helpdesk experience with a ticket system such as Jira, Desk, or Zendesk

+ Ability to triage tickets and calls and escalate as appropriate

+ Ability to be available after hours for emergencies and to be on-call as assigned

+ 5+ years of macOS administration, support, and deployment

+ Youre innovative and have a solution oriented mindset

+ You strive to provide excellent customer service in a diverse environment and youre aware of the words you choose and use, both verbally and written

+ Okta, Google Workspace Administration, and Network Administration experience

+ Knowledge of Teamviewer helpful

+ Team oriented and collaborative: you also believe in setting your manager up for success and you maintain regular proactive communication with them

+ Ability to maintain composure in stressful situations

+ Ability to follow company and department policies and procedures

+ You have a project manager mindset: you listen, scope the work, take ownership, communicate budget and timelines, and you can complete a project with minimal supervision

+ You enjoy retrospectives: understanding what could have been done better/differently and how to incorporate those learnings into your work

+ You are flexible. You are willing to learn. We're growing and we need you to grow with us.

**Opportunities & Benefits We Will Provide:**

+ Clear path to an IPO and an opportunity to help us through the journey to becoming a public company

+ Opportunity to help redefine small business banking

+ Competitive salary and equity in a fast-growing start-up

+ 100% paid medical, dental, and vision benefits for you and your dependents

+ 100% paid life and disability insurance

+ 401k plan

+ Work from anywhere in the United States; we're a fully distributed company, and we provide the tools, culture, and support to make your work setup work for you

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