NinjaRMM is a fast-growing SaaS company that offers an easy-to-use remote monitoring and endpoint management software for IT teams. We were founded in 2013 to help managed service providers and IT departments simplify their workday with an intuitive and user-friendly endpoint management platform. NinjaRMM was designed to be both powerful and scalable to meet the needs of businesses around the globe. Today, we have grown to support over 5,000 customers worldwide. NinjaRMM has been consistently recognized as the no.1 rated software in its category on G2 Crowd and Gartner Digital Markets in the past 3 years. Built for the future, we are a rapidly growing software company with an innovative advantage. Learn more about NinjaRMM here: www.ninjarmm.com.

The IT Helpdesk Technician must be capable of timely and correct troubleshooting, know when to escalate problem spots, and offer professional end-user assistance and training where necessary. He/she performs computer, software, and network troubleshooting to identify and diagnose day to day concerns.

Job Details/Benefits

• Full-time, in-person support with remote flexibility
• Benefits package includes medical, dental, and vision insurance
• 401(k) plan
• Unlimited PTO
• Opportunity for growth and advancement

Responsibilities

• Manage the IT Helpdesk, ensuring tickets are properly diagnosed and resolved within SLA
• Prioritize tickets based on core concepts, such as number of users affected and business impact
• Be able to identify issues/deficiencies in existing processes and independently develop solutions to improve everyday operations
• Maintain our hardware/software inventory and place procurement requests when inventory is low
• Make sure access requests have proper approval prior to granting permissions
• Complete various project tasks as assigned

Skills & Qualifications

• Familiarity with ticketing systems such as but not limited to ServiceNow, Freshservice, Jira, etc.
• Experience working remotely and/or with minimal supervision
• Excellent time management/organizational skills
• Strong understanding of Security & Compliance best practices and/or specifically as it relates to access control
• Excellent verbal and written communication skills
• Familiarity with major operating systems such as Windows, Mac, Linux (preferred working knowledge)
• Experience with remote troubleshooting
• Working knowledge of Microsoft Office 365 suite
• Virtualization experience, VMware/Hyper-V
• Experience working with AD systems
• Experience with CMD/PowerShell commands and/or basic knowledge of other scripting languages
• Basic hardware troubleshooting/repair; ability to disassemble/reassemble desktop/laptops (preferred experience with server maintenance)
• Virus detection/removal
• Experience with Spam monitoring/prevention software
• Experience supporting C and VP level requests directly

Education & Experience

• High school diploma
• Actively participating in training for a college degree or industry-relevant certifications
• 3+ years of experience in technical troubleshooting