Helpdesk Administrator

Huntress is seeking a Helpdesk Administrator to join our IT team! You’ll join an elite team of administrators who are critical in supporting our internal IT environment by being the primary point of contact for our employees facing technical issues. As a 24×7 global company, you’ll have the opportunity to provide world-class service to teammates across five countries. You will diagnose and resolve both hardware and software problems utilizing an array of different remote support tools while also maintaining proper IT documentation and ensuring optimal system performance. The ideal candidate possesses excellent communication skills and is well-versed in IT basics. To be successful in this role, you must also be a self-starter and can work independently as well as part of a team.

Responsibilities:

• Utilize remote support tools to diagnose, troubleshoot, and resolve technical issues faced by employees
• Monitor, respond to, and manage helpdesk tickets to ensure timely resolution of issues
• Address and resolve hardware malfunctions and software issues, ensuring minimal downtime for employees
• Assess employee issues and properly escalate tickets as needed
• Maintain and update IT documentation, including end-user guides, troubleshooting guides, and system documentation
• Work closely with other IT team members on complex issues, projects, or IT initiatives
• Be an active team member by sharing knowledge and contributing to team discussions
• Keep track of IT assets, software licenses, and equipment warranties. Recommend replacements or upgrades as necessary
• Adhere to established security policies and procedures, ensuring all actions align with best practices. Remain vigilant to potential security risks, reinforcing the importance of security measures within the scope of helpdesk operations

What You Bring To The Team: 

• Must be located in the Pacific Time Zone and willing to work 2 p.m. – 11 p.m. as you’ll be providing IT support for our Australian employees
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently
• Solid understanding of security best practices for corporate environments
• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical individuals
• Effective time management and organizational skills, with the ability to prioritize tasks and manage multiple tickets simultaneously
• Foundational knowledge of Windows 10/11 and macOS operating systems
• Experience with Google Workspace (formerly G Suite)
• Basic understanding of IT security principles and practices. Awareness of common security threats and the importance of adhering to security policies
• Values and consistently applies established IT procedures, ensuring effective and standardized support delivery
• Comfortable navigating a fully remote work environment and willing to quickly learn and utilize remote communication, collaboration, and support tools
• Actively seeks and values contributions from team members, fostering a cooperative environment
• Technical expertise gained through education, certifications (like CompTIA A+), or work experience

What We Offer: 

• 100% remote work environment – since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance
• $75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching, personal, and professional growth