Help Desk Support Technician at Harry's

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

80000.0

Posted On

25 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Support, Technical Support, Troubleshooting, MacOS, Windows OS, Networking, AV Systems, Microsoft 365, Google Workspace, Slack, Zoom, Device Provisioning, User Management, Root-Cause Analysis, Customer Service, Documentation

Industry

Personal Care Product Manufacturing

Description

About Lume and Mando Founded in 2017, Lume is a transformative personal care brand on a mission to normalize body odor beyond pits and provide people with outrageously effective solutions so they don’t have to think twice about odor. We are pioneers of the whole body deodorant category, with a portfolio of odor-blocking products including anti-perspirants, aluminum-free deodorants, body washes, body creams, cleansing bars and laundry sprays. Lume products are OB/GYN developed, made with skin-safe ingredients that are gentle enough for the most sensitive parts and often referred to as “life-changing” by our customers. In late 2022, we launched a men’s line called Mando, bringing our expertise to the men’s personal care category. From whole body deodorants to body washes, our product offerings arm men with the confidence to show up as their best selves as they move about their busy day. Lume and Mando are part of Mammoth Brands, the modern CPG company behind category-leading brands Harry’s, Flamingo, Lume, Mando, and Coterie. Driven by a mission to “Create Things People Like More,” the company is creating a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives and ultimately change the status quo. Even as we grow, we take extra care to maintain the small, scrappy, entrepreneurial culture that helped to get us where we are today: a company that people like more, that better serves its customers, employees, and community. Mammoth Brands is committed to making a positive impact and donated over $20 million through our network of nonprofit partners to date. About the Role: At Mammoth Brands, we’re seeking experienced tech-savvy Help Desk Support Agent to ensure our team has a seamless, connected work experience across both in-office and remote setups. You’ll be instrumental in our day-to-day technical operations, helping to maintain, troubleshoot, and optimize essential systems and tools like JAMF, Microsoft 365, Slack, Zoom, Google Workspace, and OneLogin, ensuring everything runs efficiently and supporting our growing team. You’ll make a meaningful impact by supporting infrastructure reliability and ensuring our tools run efficiently to meet the needs of our growing team. YOUR DAILY IMPACT AT MAMMOTH BRANDS Provide Daily Infrastructure Support Respond to and resolve technical support requests for hardware, software, and network issues across MacOS and Windows OS environments. Assist team members with setup, troubleshooting, and maintenance of core tools, including Microsoft 365, Google Workspace, Slack, and Zoom. Device Provisioning and User Management Oversee device setup, user onboarding, and account management using tools like OneLogin, JAMF, and Microsoft Entra. Ensure a smooth user experience by maintaining system configurations and managing user profiles organization-wide. Troubleshoot AV and Communication Systems Maintain and troubleshoot AV setups, including Zoom Rooms and Google Meet Conference Rooms, to ensure seamless communication for both remote and in-person teams. Technical Issue Resolution and System Reliability Diagnose and resolve network connectivity issues (e.g., DNS, DHCP, TCP/IP), server access problems, and software performance challenges. Perform root-cause analysis to prevent recurring issues and improve overall system reliability. Support Infrastructure Projects Assist with system upgrades, rollouts, and new hardware/software implementations to enhance operational efficiency and scalability. Collaborate on technology projects that drive improvements across the organization. Documentation and Knowledge Sharing Develop and maintain internal knowledge base articles, how-to guides, and process documentation to support technical consistency and transparency across the team. Customer-Focused Troubleshooting Act as a liaison between employees and technical teams, translating complex infrastructure issues into simple, actionable solutions while delivering high-quality customer service. Hardware Lifecycle Management Manage the lifecycle of hardware assets, including procurement, deployment, and decommissioning, while ensuring compliance with company policies and maintaining accurate asset tracking. Required Qualifications Experience with Core Technologies: 1-3+ years of hands-on experience with key tools, such as JAMF, Microsoft 365, Slack, Zoom, Google Workspace, and OneLogin. Proficiency in supporting both MacOS and Windows OS environments, with strong understanding of AV systems like Zoom Rooms and Google Meet. Networking and Troubleshooting Expertise Strong knowledge of networking protocols and troubleshooting, including DNS, DHCP, TCP/IP, and general LAN/WAN management. Problem-Solving and Analytical Skills Demonstrated ability to perform root-cause analysis and resolve complex technical issues in a high-availability, fast-paced environment. Communication and Customer Service Excellent written and verbal communication skills, with the ability to simplify technical issues for non-technical users. Strong interpersonal skills and customer service orientation. Certifications and Training (Preferred) Relevant industry certifications such as CompTIA A+, Microsoft 365 Certified, JAMF Certification, or AV-related certifications. Proactive and Process-Oriented Ability to follow established procedures while proactively identifying opportunities to improve operational efficiency. Skilled at creating and maintaining clear technical documentation Collaborative Team Player Proven track record of working effectively in a team, providing high-level support, and coordinating with cross-functional partners. Benefits and perks Medical, dental, and vision coverage 401k match Equity in Mammoth Brands Flexible time off and working hours Wellness and L&D stipends 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop Free products from all of our brands The Mammoth Brands' working model is in-office Tuesday, Wednesday, and Thursday. Our beautiful 70,000 square foot SoHo office is decked out with bagels on Wednesdays and lunch on Thursdays, and fully stocked kitchens with snacks, coffee, and drinks everyday. Can’t forget the free products and the opportunity to have some meetings without Zoom! We can’t quantify all of the intangible things we think you’ll love about working at Mammoth Brands, like the exciting challenges we tackle, the smart and humble team you’ll get to work with, and our supportive and inclusive culture. That said, our salary ranges are based on paying competitively for our size and industry, and are one part of our total rewards package, which also includes a comprehensive set of benefits and our equity program. The base salary hiring range for this position is $70,000-$80,000, but the final compensation offer will ultimately be based on the candidate’s location, skill level and experience. Mammoth Brands is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. Mammoth Brands is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Mammoth Brands' commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

Responsibilities

Provide daily infrastructure support and resolve technical support requests for hardware, software, and network issues. Assist team members with setup, troubleshooting, and maintenance of core tools to ensure a seamless work experience.