IT Help Desk Technician

Markforged is looking for an IT Help Desk Technician to join our Technology Operations team. The goal of the Technology Operations team is to provide effective technologies and quality services that seamlessly integrate into the daily workflows of Markforged employees to enhance productivity, safeguard information, and scale in a cost-effective manner. We do this by listening to the needs of employees and maximizing the potential of the tools we offer. You will report to the Director of IT and will work alongside all aspects of Markforged.

As an IT Help Desk Technician, you will be a strong and independent team member that is passionate about solving big problems with simple solutions, driving perfection, and building a great company. You have demonstrable experience in building scalable IT infrastructure while maintaining a high level of technology support. You are a creative thinker, problem solver, and learner. In this role, you will have a superb opportunity to implement and maintain highly effective, reliable, secure, and innovative technologies.

In this role, you will:

• Triage and respond to support requests including all support channels and walk-ups
• Record problem and resolution details in ticketing system
• Solve problems and support solutions related to macOS, Windows, Linux, mobile devices, office printers, A/V and video conferencing systems
• Assist with automating common processes
• Maintain an updated knowledge base and deliver training when needed
• Onboard new hires, including provisioning of computers, accounts, and peripherals
• Collaborate with the rest of the Tech Ops team to provide a reliable help model

What we look for:

• 1+ year of experience supporting IT services, including configuration, patching, and diagnosis of macOS, Windows, Linux, iOS, and Android
• Fluency in English
• Skilled communicator with a focus on customer service to resolve issues effectively
• Experience with Enterprise solutions such as Google Workspace, Zoom, Slack, MDM,
• Ability to tailor support for all members of the organization
• Problem solver who knows how to effectively utilize resources
• Highly organized and precise, with great attention to detail
• Experience managing enterprise software
• Experience working with endpoint configuration management tools
• Ability to provide concise documentation within a ticketing system
• Experience with office hardware such as printers, video conferencing, and A/V systems
• Ability to work weekend and off-hours on occasion
• Ability and strong desire to work autonomously while achieving results
• Ambitious, flexible attitude in order to prioritize in a rapidly growing startup environment

Benefits Highlights for Krakow-based roles:

• Two additional days off (1 for your birthday + 1 extra day)
• Hybrid working with 3 days in our Krakow office
• Private medical and dental health care
• Health insurance
• MyBenefit
• Unlimited access to our 3D printers for professional and personal parts

At Markforged, we have a culture that values learning and teaching, data-driven decisions, and making things work. We learn from failure and are not afraid to keep trying after others have given up. We are a team of talented individuals and are looking to grow with enthusiastic individuals who share our vision of improving how the world innovates.

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