About the Role

OpenLoop is looking for an IT Helpdesk Technician to join our team at the HQ in Des Moines, IA. In this role, you will be responsible for supporting our employees and ensuring smooth daily IT operations. In this role, you’ll provide first-level technical support, troubleshoot hardware and software issues, and help keep our systems running efficiently.

What You'll Do

• Providing Tier 2 & 3 level support to users via Slack, Email and Zoom.

• Improve & refine helpdesk processes, documentation, and systems as needed as needs of business change.

• Escalate issues to teammates/management and/or other departments as appropriate.

• Ability to manage multiple and, sometimes, competing priorities with some guidance.

• Onboarding new employees while providing top notch customer service.

• Provision access to SaaS applications.

• Provide support for networking/work from home issues.

• Assist in long term IT projects.

• Other duties as assigned.

Who You Are

• 4+ years of General IT experience.

• 2+ years macOS in the enterprise experience and macOS MDM experience (JAMF, Mosyle, Kandji).

• Experience with Okta, Google Workspace, Zoom, Slack, Atlassian (Jira/Confluence), and Office365 Administration.

• Excellent customer service & communication skills.

• Experience in a fast paced/startup environment is highly preferred.

• Experience with cybersecurity tools and best practices.

• Experience working in HIPAA, SOC2, and HITRUST complaint environments.

• Familiar with ITIL Framework.