About The Role (What you will get to do)

As a Senior IT & Application Support Associate, you will be a member of the Information Technology department and work with resources across the organization and around the globe. Your primary responsibility is to be the first responder to support the technology and multiple internal business applications that sustain Persefoni business operations. In this role, you will continue to improve our support function and employee enablement. In addition, you will be expected to stay up to date with new features of our business applications and communicate those changes and enhancements to our internal users.

Responsibilities (What we expect)

• Investigate and resolve IT support requests cross-departments and promptly escalate unresolved issues as appropriate.
• Ensure compliance with IT security policies and procedures.
• Collaborate with the security team to implement and enforce security best practices.
• Develop and maintain standards and best practices for IT support request responses.
• Provide training and assistance to end-users on software applications.
• Track user feedback and support requests to identify areas for improvement.
• Identify opportunities for process improvements and efficiency gains within the IT support function.
• Manage ticket submission, tracking, and reporting via ticket management system.
• Track IT assets such as desktops, laptops, tablets, and other peripheral equipment via Persefoni’s asset management tool.
• Assist with deployment and maintenance of mobile device management solutions.
• Develop and conduct training for users of the internal business application suite.

Qualifications (What you bring to the role)

• At least 5 years of experience in IT customer support or help desk related functions.
• Strong critical thinking and problem-solving skills, both technically and functionally.
• Experience managing ticket creation, updates, and resolution via a ticket management platform, such as Jira, Zendesk, or ServiceNow.
• Experience with maintenance or administration of Windows and macOS workstations.
• Experience working in a cross-workstream environment, including interactions with senior leadership or executive teams.
• Ability to professionally and succinctly present IT issues or risks to members of management or senior leadership.
• Good oral and written communication skills, including experience writing direction, instructions, and announcements for end users.

How You'll Know You’re on the Right Track

• Within your first two weeks, you will have an initial understanding of Persefoni’s internal business application portfolio. You will shadow the existing IT team during new user onboarding and other IT support activities for the organization.
• Within your first four weeks, you will begin supporting a subset of Persefoni’s technology and internal business applications, including researching workstation issues, assisting users with workstations and applications, and troubleshooting or researching issues for specific applications.
• Within your first three months, you will be conducting new user onboarding, evaluating new or replacement applications to support the organization, and owning the administration of three to five internal business applications. Additionally, you will be involved in tracking Persefoni’s hardware assets, including user workstations (Windows and macOS), and supporting peripherals.

Job Type:

Full-time. Non-Exempt. Individual Contributor. Remote.

Interview Process

• Step 1: Initial screen with talent acquisition
• Step 2: Interview with member of IT team
• Step 3: Final interview with hiring manager
• Step 4: Offer extended
• Step 5: Background check and onboarding

Total Compensation

• Annual base salary is dependent on skills, experience, qualifications, and location
• Generous PTO policy
• 401k with company match
• Medical, dental, and vision insurance
• Disability, life insurance
• Equity incentive plan