Intermediate IT Helpdesk Analyst

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

An overview of this role

We're expanding our End User Services team and looking for a skilled IT professional to join us in supporting GitLab's global operations. As part of our dynamic team, you'll play a key role in keeping our organization running smoothly through comprehensive IT support. This role is 100% remote and based in APAC!

You'll be joining a team that prides itself on:

• Delivering exceptional end-user support
• Solving complex technical challenges
• Working collaboratively in a fast-paced environment in a security focused environment
• Continuously innovating and improving our service delivery

Some examples of our projects:

• How we boosted WebAuthn adoption from 20 percent to 93 percent in two days

What You’ll Do:

• Triage all IT related questions as they arise
• Build a knowledge base of IT practices and pragmatic problem solving in the handbook
• Account management for password resets and lockout
• Follow the sun support model with the ability to be flexible
• Diagnose computer errors and provide technical support
• Troubleshoot software and hardware
• Support Weekly IT Onboarding Sessions for new Team Members
• Employee lifecycle support: Onboarding, offboarding, application provisioning, account permissions management
• Train end-users how to setup and use new technologies
• Provide technical support over Zoom, Email, or through Slack

What You’ll Bring

• Experience with Google Workspace and an interest in its administration
• Experience managing mailboxes, Shared Mailboxes, and DLs
• Some experience Automation & Scripting Mac and Linux environment
• Hands-on experience supporting Mac and or Linux
• Tolerance for repetitive or manual tasks, with a mind for automating said tasks
• Some experience with SQL and Python
• Configure, build, test, and deploy laptops using MDM tools
• Experience working with Git
• Ability to use GitLab and ServiceNow
• Okta, Slack, and Zoom administrative experience
• Security Focused
• Strong written and vertical communication

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.