Description
We are Indeed Flex. We Help People Get Jobs. Right now, we're hiring!
The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we're taking a radically different approach: providing job seekers with control, ownership and choice, so employees can find the working patterns and scenarios to suit their lifestyles. In doing so, we aim to revolutionize the industry.
After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and we rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support we've been able to accelerate our mission as we expand throughout the US as well as the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive, passionate, and driven individuals helping each other grow and building something meaningful!
Main Purpose
Indeed Flex is built on technology. Our clients, Flexers, and partners leverage our technology to provide a seamless marketplace for on-demand staffing and flexible work. Internally, each and every one of us here at Indeed Flex uses technology every day to accomplish our work. We are seeking an IT Help Desk associate to support our internal operations group in providing IT Support to our internal and partner end-users, platforms, and technologies, as well as to drive process and technology improvements during this period of rapid growth and scaling. You will work from our state-of-the-art facilities at our campus in Austin, TX and you will collaborate daily with high-stakes contributors and subject matter experts across all departments to research and fix system issues, prioritize and resolve tickets, collect requirements, document user profiles, provision systems and IT assets, and ensure that technology in use by our employees remains current, functional, and performing at top functionality.
Responsibilities & Duties

• Review, troubleshoot, diagnose, and resolve IT issues for internal employees and partner end-users via phone, chat, email, or in-person meetings
• Monitor daily support activities, internal systems performance, and escalations to drive a proactive, process-driven approach to maintain reliability of IT assets and technology
• Provide exceptional levels of service to internal and external stakeholders by maintaining satisfaction levels and meeting all Help Desk SLAs
• Enforce IT standards, policies, practices, and procedures to maintain data security and user/network protection
• Provide technical knowledge to colleagues and end-users regarding hardware, software, telephony, and internal business systems or processes
• Facilitate external support engagements where issues cannot be resolved by the in-house team
• Coordinate with global support personnel to ensure support coverage across multiple time zones, global/local team KPI and SLA adherence, and quarterly bonus objectives
• Coordinate with vendors, suppliers, and external parties to maintain up-to-date knowledge, documentation, and job-aids to resolve issues with technologies
• Support IT decisionmaking by researching and recommending new technologies and/or systems that could improve overall operations for the organization

Requirements
Qualifications and Skills

• Demonstrated success in providing high levels of satisfaction in a customer-oriented role such as Customer Service, Tech Support, or Help Desk
• Experienced in managing larger, complex problems that have multiple actions and stakeholders from initiation to resolution
• Experienced with Windows and Apple operating systems, hardware, and peripheral devices
• Experienced with meeting/exceeding KPIs and SLAs related to customer service, support, and help desk oriented tasks
• Proficient with a variety of business technologies and enterprise solutions such as Salesforce, OneLogin, Knowledge-Centered Service (KCS), Windows, Mac OS, Microsoft Office, Google Workspace, Teams, Zoom, Google Meet, Slack, VPN software, networking basics, and user administration
• Strong written and verbal communication abilities to resolve issues and avoid conflict while delivering high levels of customer service to internal and external stakeholders at all levels of the organization with widely varying levels of technical knowledge
• Passionate about technology enablement and delivering a great user experience
• Curiosity to proactively seek out novel ways to drive continuous improvement to technologies, systems, and processes
• High attention to detail and very organized to maintain records and schedules, set priorities, and prioritize workload
• Ability to thrive in a high-growth, rapidly scaling environment with changing priorities, markets, clients, internal teams, partners, and processes

Benefits
What you'll get from us...

• $42,000 - $46,000 Base Salary
• Sign-on Bonus, Annual bonus, and Short-Term Incentive Plan (STIPs)
• 25 Days Annual PTO (Prorated in 1st Year), Birthday Off Paid, Last Week of the Year Off Paid, 8 Paid Holidays
• Allotment of Duvet Days available annually
• Flexible, hybrid work arrangements; free parking, meals, snacks, and beverages provided at our Austin Domain campus
• Comprehensive Medical, Dental, and Vision Insurance packages; access to all company & employee benefits
• Laptop + WFH equipment provided
• Professional Development, Continuing Education, and Training is encouraged and supported
• Amazing company culture and regular team-building events

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Where legally permitted, Indeed Flex requires all individuals attending or working out of Indeed Flex offices or visiting Indeed Flex clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed Flex office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the hire date as a condition of employment. For positions that require some in-office work or in-person client meetings, exceptions to these in-office or in-person job requirements may be made at the discretion of the business through June 2022, at which point full vaccination will be required. Indeed Flex will consider requests for a reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two-week period after receiving the second dose (or any government-recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two-week period after receiving a single-dose (or any government-recommended booster shot) in a single dose COVID-19 vaccine.