Helpdesk Technician (m/f/d)

at  Bitly

At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.

THE ROLE

Bitly is looking for a Helpdesk Technician who will independently manage the inbound ticket queue for service requests from all Bitly employees. This Helpdesk Technician will independently manage a high-volume of requests from employees with a strong attention to detail and effective prioritization.
As a member of the IT team, you understand when to escalate complex issues as necessary and document all daily communication transactions, details and solutions. You need to be a highly detail oriented and analytical individual to accurately capture employee interactions and close out submitted tickets in a timely manner.
In this role you will serve as the first point of contact for employees seeking technical assistance so you should have excellent interpersonal and communication skills. Your team will rely on you to diligently follow policies and procedures for consistent work delivery and InfoSec auditability.

WHAT YOU’LL DO

• Manage Help Desk tickets in a timely manner with high prioritization
• Support employee on & off-boarding processes and execute related tasks
• Follow up with internal users to ensure issues are resolved
• Maintain user profiles in multiple tools and prepare onboarding for new resources
• Audit web applications regularly for proper licenses and contract utilization
• Produce internal process documentation and write how-to articles
• Generate internal user audit reports
• Document customer interactions meticulously
• Run diagnostics to resolve reported issues
• Escalate issues to the next tier when necessary
• Install, make changes, and repair computer hardware and software
• Remotely monitor systems and proactively troubleshoot endpoints with outdated security patches or antivirus definitions