IT Helpdesk SpecialistRole has been filled by a talented individual

About CallRail

CallRail serves over 100,000 companies with straightforward software. Our marketing attribution platform helps businesses of all sizes, and the agencies that serve them, to maximize their marketing impact by tracing all their conversations back to the marketing efforts that drove them. 

Our team has been honored numerous times as one of Atlanta’s Best Places to Work, Inc 500’s fastest-growing companies, and G2Crowd’s top-rated inbound call tracking platform. While we’re proud of our history so far, we’re even more excited about what’s next. We’re rethinking how marketing attribution is done for hundreds of thousands of businesses, and we can’t wait for you to help us build it!

The Position

IT Helpdesk Specialist is responsible for ensuring support for all employees’ IT needs based on a predefined set of technologies and processes. The IT Helpdesk Specialist will primarily be responsible for responding to, resolving or escalating end-user support issues. A strong customer service mindset is the key to succeeding in this role. This position will be the first point of contact for end-users to report any and all technical issues too.

What You'll Do

  • Work closely with IT Support Lead to implement an organizational-wide technology strategy
  • Maintain and update the organization’s ticketing system
  • Update and maintain detailed and complete IT Support documentation
  • Participate in the implementation and ongoing support for organization-wide IT projects especially those involving end-user support and enhancements
  • Ensure an accurate inventory of user hardware and software
  • Capability to follow instructions and take ownership of job responsibilities
  • Ability to balance and prioritize multiple user issues and remain calm under pressure

Requirements

  • Two or more years of relevant experience working in a SaaS organization
  • Demonstrated experience solving reported end-user issues directly 
  • Ability to provide instruction to users clearly and efficiently 
  • Excellent  communication, writing, and follow-up skills
  • Strong critical-thinking, analytical and  problem-solving skills
  • Comfortable working with IT support tools 
  • Excellent time management and multitasking skills

Desired Skills & Experience

  • 2+ years of user device management experience (Windows and Apple) 
  • 2+ years of experience in administering and improving IT Ticketing systems and processes
  • 2+ years of experience administering GSuite 
  • 2+ years of experience deploying and administering MDM solutions and device management solution such as JAMF
  • Understanding of security practices including physical, logical, internet, and wireless security
  • Strong understanding of user authentication, permissions, and encryption

Additional Perks

  • Health Benefits, 401(k) matching
  • Stock Options
  • Excellent PTO Policy
  • Catered Lunches every Tuesday
  • Paid Parking / Paid Marta
  • Flex Hours/ Work From Home Options