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Senior IT Support Associate

New York, United States (Hybrid)

Senior IT Support Associate

2 Months ago • 4 Years + • Administrative • Undisclosed

About the job

5 skills required for this role

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jira

macos

communication

innovation

saas-business-models

Job Description

At Attentive, we're revolutionizing the way businesses connect with their customers. Our AI-driven marketing platform infuses intelligence into every stage of the consumer journey, helping brands deliver hyper-personalized messages at scale. With a mobile-first approach, engaging two-way conversations, and enterprise-grade technology, we're driving billions in online revenue for leading brands worldwide, including CB2, Urban Outfitters, GUESS, Long John Silver’s, and Wyndham Resort. But we're not just about SMS and email—by expanding our AI capabilities to enhance multiple products and channels, our goal is to help make every interaction more meaningful. As a member of our team, you'll be at the forefront of this innovation, helping to shape the future of customer communication.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are

As a Senior IT Support Associate at Attentive you’ll be a key part of what makes IT work for our end users. You have a passion for helping people and for problem solving. You know that the best support is friendly, efficient and effective. You are creative and utilize your resources to find new ways of looking at old problems. You’re a talented technologist who also happens to be a great “people person”. You’re looking for an opportunity to stay up to date on the latest trends in corporate technology while honing your hard technical skills.

Why Attentive needs you

Triage and resolve Tier 1 and Tier 2 Service Desk issues via our ITSM tool (Jira Service Desk)
Meet established SLA’s for first touch, follow-up and resolution
Troubleshoot and resolve issues with Attentive owned and managed endpoints (laptops/mobile devices)
Provision on premise and SaaS application access and configure end user hardware as part of on-boarding/offboarding process
Troubleshoot and support video conferencing equipment in onsite conference rooms
Help create and maintain internal and end user facing technical documentation
Complete projects related to the continuous service improvement of the IT function

About you

You have 4 yrs+ experience working in a technical support role, providing end user support for hardware, software, and network issues
You have a passion for technology and a knack for troubleshooting technical issue
You have strong working knowledge of troubleshooting issues in major OS systems (macOS, Windows, iOS, Android)
You have direct experience with Okta (not bound to Active Directory), Google Workspace, and Jira Service Desk
You possess excellent communication skills and can effectively explain technical concepts to non-technical users
You are proactive and can identify potential issues before they escalate, ensuring a seamless user experience
Collaborate effectively with team members to solve technical problems and drive the business forward
Nice to have: Certifications for Okta or Jamf.

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

- The standard base salary range for this position is $92,000 - $115,000 annually + equity + benefits

- Our salary ranges are determined by role, level, and location

#LI-MN1

Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Our success is defined by our customers' success

Act Like an Owner - Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.

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