Job Description

YOUR MISSION: Your mission is to be our team’s first point of IT support, to address their end user issues and requests. This includes, but is not limited to, assistance with: Microsoft 365, Call Center applications, Windows and Mac laptops, cyber security, MFA, Onboarding and Offboarding processes, etc. The goal is first contact issue resolution. End users reaching out to the Helpdesk should not “dread dealing with IT” - they should instead feel confident in your abilities and look forward to having their issues resolved in a timely manner. 

YOUR LEGACY: The legacy you’ll leave in this role is that you will have helped build the foundation of Urgently’s Helpdesk department. Your customers relied on you for quick and efficient support; your knowledge documents provided an easy-to-understand resource, which your fellow employees utilized to resolve their own issues. The result?  You helped Urgently become the world’s leading mobility assistance company.   

WHAT YOU’LL BE RESPONSIBLE FOR:   

Within first 2 months:  

• Fully understand the Urgently platform  

• Have familiarized yourself with InContact, Teleopti, AWS Connect, Azure, Microsoft 365, and endpoint protection platforms  

• Followed up with end users on ticket status, next steps, progress, and resolution. (Your goal is to ensure our people always know what to expect in terms of how long it will take you to get back to them) 

• Handled 70%-80% of support request tickets  

• Assisted with installation of various applications  

• Reset passwords and unlocked accounts  

Within next 4 months:  

• Learn the onboarding and offboarding procedures for employees.  

• Continued familiarization with troubleshooting Urgently Systems.  

• Recognized recurring tickets and built knowledge documents/training videos to assist end users with self-resolution capabilities 

• Assisted with other IT-related projects as needed  

Within 6-8 months:  

• Helped teams identify solutions to assist with streamlining their workflows  

• Tested new potential applications/platforms and provided feedback to the IT Manager  

Ongoing:  

• Listened to our end users and identified pain points that Corp IT could assist with  

• Continued training and growing your IT skills 

WHO YOU ARE: 

• 1-2 years of experience in IT troubleshooting and supporting Windows and Mac computers.  

• Strong understanding of operating systems, software, and devices.  

• Previous Helpdesk experience with 1-2 years experience using a ticketing system.  

• Remote Desktop software experience.  

• Excellent communication skills, written and verbal.  

• Experience with employee onboarding and offboarding processes.  

• Experience with Azure (Entra ID).  

• Experience with Microsoft 365, including OneDrive and Teams.  

• Strong documentation skills. 

Nice to Haves: 

Entry Level IT Certifications: CompTIA IT Fundamentals+ (ITF+), CompTIA A+, Google IT Professional, Microsoft Technology Associate (MTA), Microsoft Certified Solutions Associate (MCSA)  

Familiarization with:  

• Apple Business Manager  

• Jamf  

• Intune  

• ConnectWise  

• Absolute  

• InContact  

• Teleopti  

• AWS Connect  

• Freshservice  

• Jira  

• MFA 

THE NITTY GRITTY: 

• Location = Great news!  This position is remote and you have the option of working from anywhere in the U.S.!  Successful candidates for this position must be located outside of California.  It is also our expectation that all work for this position will be conducted outside of the state as well. 

• Manager = You’ll report to Help Desk Manager 

• Compensation = The base salary range for this position is $58,000 - $60,000. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. 

• Benefits = At Urgently, we have awesome benefits!  We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans , a vision plan, and other valuable benefits. You’ll have 12 holidays off and unlimited paid time off.  We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that.  Free money! 

OUR FAIR HIRING PRACTICES:

At Urgently, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers and the communities where we operate. We are an equal opportunity employer which means that employment and advancement at Urgently is based on a person's merit and qualifications.

We do not discriminate against any applicant or employee on the basis of race, ethnicity, color, national origin, ancestry, citizenship, religion, creed, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender, gender identity or expression, physical or mental disability, or any other characteristic protected by federal, state or local law.

You should also know that we adhere to these same principles in all aspects of employment, including, but not limited to, recruitment, hiring, job assignment, compensation, promotion, access to benefits and training, discipline, and termination of employment.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and similar applicable state laws. Please let us know if you need assistance completing any forms or to otherwise participate in the application process

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