Databricks is hiring an experienced IT Support Specialist to help scale and optimize our business processes, work with users globally to improve productivity, and provide in-person service at our offices by resolving all technical issues. You will be a key member of the IT Support team and ensure the best possible user experience is being provided in every single interaction. You will provide exceptional customer service in your interactions with all Bricksters through tickets, email, and slack pings. You will be able to multitask and troubleshoot multiple user issues simultaneously and own ongoing small to medium-project work. The expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for providing capabilities facilitating exceptional customer interactions to all Bricksters through tickets, systems, AV, and other mediums of engagement.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

You will support our core platforms - user support, ticketing, procurement, and provisioning

You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack

Document all processes and update current documentation for the established process

Complete and document assigned project work and provide updates to ensure accuracy

Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation

Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders

Provide the very best customer service experience for all bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce

Maintain the asset inventory system and ensure all hardware/software allocations are logged

Competencies

Experience working on a high-volume ticketing system (+4000 PM)

2+ years of experience or related experience in administering and maintaining ITSM systems and related tools

Extensive experience providing high-caliber support to all levels of staff

Experience supporting customer IT needs within a global team supporting multiple regions and time zones

In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)

Provide other services to reduce tickets and ticket closure times

Work with partners to find efficiencies and implement improvements to our internal systems

Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune

Extensive experience troubleshooting AV/Conference room issues, and Office Network related issues

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.