About Juniper Square

Our mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology – all while contributing as a member of a values-driven organization – we want to hear from you.

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. We also have a physical office in San Francisco, New York City, and Bangalore for employees who prefer to work in an office some or all of the time.

About your role

As an IT Support Specialist at Juniper Square, you will be working as a key member of a dynamic and cohesive IT team. You will bring your passion for delivering great service and solving hard problems to support a fast paced workforce with their technical needs. Specifically, you will:

Monitor and triage IT support queues.
Provide timely responses to all issues, including updates on status and adhere to service-level agreements
Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices, and escalate to the appropriate resources if necessary
Conduct remote support sessions to help resolve technical issues.
Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base
Setup and decommission computers and accounts for staff onboarding and offboarding
Perform software installation, configuration, and troubleshooting on workstations and mobile devices.
Provide procurement and lifecycle management of physical assets and software licenses
Work collaboratively with the team on asset inventory ordering, and maintain an accurate count of existing inventory levels
Manage US asset inventory and replenish stock levels as needed
Provide break/fix support and ship hardware replacements as needed
Assist with Major Incidents as required, including sending employee communications
Participate in rotating on-call for after-hours/weekend support as needed
Participate in projects as needed
Help with security/compliance initiatives

For this position, Juniper Square is only accepting applications from candidates based in San Francisco or open to relocating to San Francisco.

What you’ll do

Act as main point of contact for all on-site IT-related issues. With a customer focused approach, respond to requests, diagnose problems, and offer solutions for user break/fix problems
Investigate and resolve software, hardware, and networking problems, ranging from routine to more complex and escalate as needed
Install, configure, and maintain laptop devices, printers, and company software applications for end-users. Ensure all equipment software is up-to-date
Provide assistance with network connectivity issues; including Wi-Fi, VPN, etc
Ensure day one is smooth for new hires by helping with the set up of new devices, accounts, and access permissions
Monitor software licenses and renewals that fall under your purview
Guide employees on basic IT principles and procedures. Educate them with easy to understand troubleshooting steps, including proper use of software tools, security best practices, and self service fixes
Maintain clear and concise records of help requests, troubleshooting steps, detailed resolutions, and follow-ups using our IT ticketing system
Help or own IT projects as needed
Maintain and track hardware and software inventories, including issuing new equipment and managing returns or repairs, and monitor stock levels.
Approach each support interaction with security being top of mind, ensuring users are following security policies, and provide support during audits and security assessments.

Qualifications

Bachelors degree (technical field is a plus, but not necessary)
Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users
Excellent organizational skills and ability to manage multiple tasks
3+ years of IT technical experience in a service desk environment
Strong knowledge of macOS, Windows, IOS, and Android operating systems
Strong knowledge of Google Workspace, Okta, Atlassian, Slack, Zoom, MS Office, telephony, and other common desktop applications
Experience of troubleshooting computer hardware
Experience with MDM solutions that manage Macs, Windows, and mobile systems
Experience with IT ticketing systems (e.g., Jira)
Experience troubleshooting remote access vpn solutions, and network related issues
Familiarity with Office365 is a plus
Knowledge of IT security protocols, and cloud-based services
Flexibility and adaptability—you will be juggling multiple troubleshooting requests in a fast-paced startup environment

Compensation

Compensation for this position includes a base salary, bonus, equity, and a variety of benefits. The U.S. base salary range for this role is $80,000 - $105,000. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. .

Benefits include:

Health, dental, and vision care for you and your family
Life insurance
Mental wellness coverage
Fertility and growing family support
Flex Time Off in addition to company paid holidays
Paid family leave, medical leave, and bereavement leave policies
Retirement saving plans
Allowance to customize your work and technology setup at home
Annual professional development stipend

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