Address
SalaryAbout us
Pliancy is fundamentally changing the way businesses value technology by empowering the next evolution of IT leadership. We provide high-touch consulting solutions to life science and finance organizations. Our employees and clients find that we're starkly different from other IT organizations because we challenge the status quo in two major ways: by putting people first in every decision we make, and by innovating towards simplicity and sustainability. Whether streamlining a client's race to a cancer cure or securing the fine details of data integrity, we're driven to help people.
And as a people-first company that invests in the long-term success of our employees, we're looking for creative thinkers who like to solve interesting problems. We have a culture of mentorship and prioritize curiosity and empathy in all of our hiring decisions.
About the role
What's an average day like?
The clients you'll work with are exclusively Life Sciences Organizations and Capital Management firms (likely Venture Capital, Private Equity, or Hedge Funds). These clients are very friendly and enjoyable to work with. Pliancy prides itself on working with clients who respect our team and expertise. You're treated as one of their own, not as an outside individual. You'll get to collaborate with teammates to solve interesting, important challenges, all of whom have a passion for technology and helping people. If you love innovating, building relationships, and socializing with fellow team members, you'll love our culture.
This is a fully remote short term role (1 year) and a typical week primarily entails servicing a specific client's overnight and weekend help desk queue. This time will include working with clients via ticketing systems and phone support, researching solutions, escalating localized issues to appropriate teams, improving documentation, and responding to ad-hoc requests.
You are diligent and thrive when working independently, especially during non-standard hours such as nights and weekends. You view clients not as mere cases to solve but as individuals, forging genuine relationships and, in turn, establishing trust organically. Your satisfaction at the end of the workday stems from aiding your team in achieving common goals with speed and efficiency. You take pleasure in tackling business challenges by leveraging emerging technologies, often leading the way in adopting these innovative tools.
Responsibilities:
- Processing and prioritizing incoming client phone calls, emails, and job ticket questions and/or requests for service-related assistance during the overnight and weekend shifts
- Assisting with adoption of forward-thinking technology in a rapid-growth environment
- Providing high-touch, white-glove support to department heads and staff
- Troubleshooting technical issues and assisting with daily requests
- Training and assisting on use of tools and technology to meet business needs
- Documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation
Requirements: (these are recommendations, not requirements - we review all applicants)
Should have
- 1+ years of general IT support experience, preferably working non-standard shifts (nights and weekends)
- Human skills (relationship-building, communication, stress management)
- Experienced and comfortable supporting high touch clients
- MacOS and Windows Desktop experience
- Understanding of security and privacy technologies and methods
- Experience with Common SaaS Offerings (including but not limited to Microsoft365 / Box / Dropbox / Egnyte/ Google)
- Aptitude (Ability to learn new technologies quickly)
- Troubleshooting (Ability to work through issues methodically)
- Ability & willingness to properly document processes and assets
- Authorization to work in the USA for any employer.
Nice to have
- Prior experience with ServiceNow
- Prior experience supporting Life Sciences Firms
- Video-conferencing/AV experience (Teams/Zoom)
- Experience with cloud ID services eg Okta and MFA providers such as DUO
- Addigy/Jamf/Intune MDM (Device posturing) experience
- General understanding of network fundamentals including wireless mesh networks
- Working Knowledge of Active Directory / Azure AD
- Working functional knowledge of Public Cloud (Particular emphasis on IaaS and PaaS Technology) [AWS, Google Cloud, Microsoft Azure]
- PowerShell, Scripting & Automation
- VoIP Support & Management
- Prefer someone located in Central Time Zone
- Ability to start on March 1st, 2024
Benefits
- Generous salary, above-average pay ($40K-$50K dependent on experience)
- Healthcare: Premiums 100% covered for employees, 50% for dependents for our base level plan with option to upgrade
- Medical HRA: Company-funded reimbursement account to help cover copays, deductibles, and coinsurance
- Optional dental and vision coverage
- Accrued paid vacation
- Cell phone reimbursement
- Home internet reimbursement
Why work with us?
- Clients solving challenging problems with meaningful purpose
- Top-of-their-game peers who have fun with what they do and take teamwork seriously
- Rapid company growth (75% year over year) with opportunities to see the impact of your efforts on the company
- A manager who will partner with you to help you grow and identify opportunities for career development
- Flexible schedule designed to empower your communication and time management skills
- Great culture driven by community-minded, empathetic teammates
- Benefits and perks built to meaningfully support you and your family while we grow together
