We’re looking for a Service Desk technician who is passionate about providing exceptional customer service and thrives in a fast paced environment.
You are eager to help, patient and empathetic, and you solve problems. You also know how to create and grow sustainable processes that make the job of IT easier. You love tech, and you love trying new things to see what will work the best, especially as the situation around you changes.
We support over 800 Pendozers, 55% of whom are distributed across the multiple time zones. We’re building the best workplace in the world, which extends to numerous remote offices and satellite coworking spots across the continents, and we believe that the best tech should be used to make the connections to our teammates feel seamless. We view our Raleigh office as an ever‐evolving proving ground for new tech and creative solutions, sometimes hacking our own if we need to, beta testing, and improving as we go.
We are (almost) 100% Mac, using Jamf for MDM, Okta for identity management and Zoom for video conferencing. We run everything in the cloud and don’t house any servers on‐premise, and we use SSO for external services wherever possible. This IT infrastructure provides a solid foundation for growth and one of your jobs will be to leverage these systems—and others—to reduce the friction of IT as we continue to expand.
We value being a top‐notch organization with a strong engineering‐driven culture, and have the same high standards with our code, systems, and people. We value learning and growth (and not being bored) and hire diverse, well‐rounded, communicative people we can envision being friends with and trust.
Role Responsibilities
- Serve as the IT Generalist in Raleigh providing onsite and remote support to our teammates.
- Partner with your IT colleagues to remotely support our global locations
- Ensure the highest levels of customer service in a collaborative environment while helping people resolve issues and problems
- Maintain a balanced focus on security and efficiency, keeping company values at the forefront of all decisions
- Troubleshoot end user technical issues via phone, chat, email, or walk-ups
- Accurately log/document all Service Desk issues and work efforts using our service management solution
- Follow internal asset and inventory management processes for both hardware and software
- Collaborate on corporate-wide initiatives and team projects
- Identify and research routine technical problems of varying complexity and follow through to resolution
- Be a customer advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and proactively educating customers with helpful hints or business-based best practices
We’re excited about you because…
- Helping people problem solve is your passion
- You thrive in a fast paced customer service environment, preferably within a technical organization
- You enjoy supporting and troubleshooting macOS and/or Windows platform issues
- You really know your way around the setup and configuration of end-user desktops/laptops, computer hardware, software, printers, and peripherals
- You are at ease using cloud-based communication services such as Slack, Gmail, and Zoom to collaborate with others
- You want to help create a Service Desk people LOVE!!!
Minimum Qualifications
- 1-3yrs experience in a technical support environment
- Familiarity with Mac OS and Windows OS platforms
- Familiarity with Google suite of applications (Sheets/Docs/Gmail/etc.)
Preferred Qualifications
- Strong written and verbal communication skills
- Ability to document complex technical issues consistently and thoroughly
- Ability to work both independently and collaboratively
Pendo Description:
Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.
Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.
EEOC
We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.
Accessibility
Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.