It Support Engineer

About the position:

Join our dynamic IT team in the heart of New York City's Union Square! We're a small but mighty team leveraging modern IT technology and automation to provide high-quality and efficient user support. As a crucial part of our team, you'll play a pivotal role in ensuring the smooth operation of hardware, software, and services that empower Stellar Health employees across the country. Reporting to the IT Director and working alongside a Senior IT Support Engineer, this role offers a unique opportunity for growth and skill expansion and help identify opportunities for continuous process improvements.

What you'll do:

• Provide front line support for technical issues across our environment, with a focus on end-user experience
• Manage inbound support requests through various channels, including walkups, tickets, email, and Slack
• Support all current and changing aspects of our IT environment; including macOS and Windows laptops, Poly audio/visual equipment, printers, Meraki network equipment, etc
• Support Okta, Google Workspace, Dropbox, Slack, Zoom, Jamf, Intune, and other IT owned tools
• Provision and troubleshoot access to applications and tools
• Support our employee onboarding and account lifecycle processes
• Manage laptop deployment, repair, and inventory
• Contribute to ensuring the stability and security of devices and accounts
• Create, define, redesign, and document IT processes and policies for sustainability and scalability

As an IT Support Engineer you should have:

IT Support Experience:

• 3+ years hands-on IT Support experience in a modern enterprise environment
• Experience supporting remotely deployed devices
• Proficient in tracking tickets via Zendesk or other ticketing systems
• Demonstrated experience understanding complex issues and explaining them in terms appropriate for technical or non-technical audiences
• Demonstrated experience problem-solving methodically with an analytical mindset

Technical Skills:

• Strong familiarity with Windows and macOS
• Experience troubleshooting AV and conference room equipment
• Understanding of networking concepts and basic troubleshooting skills
• Experience supporting and administering Okta and Google Workspace

Work Environment and Attitude:

• Ability to work independently and collaboratively in a fast-paced complex regulated environment and self-manage competing priorities of individual projects, tasks, and tickets
• Experience driving small projects from planning to completion with limited oversight
• Attention to detail, a passion for accuracy and quality, with a commitment to security and confidentiality
• Passion for delivering exceptional customer service and satisfaction
• Demonstrated communication and interpersonal skills to work across diverse stakeholders and cross-functional teams
• A low ego and can-do attitude; willingness to admit mistakes, work to remedy them, and share your learnings
• Comfort operating in an ambiguous environment where there's not a set playbook on how to solve each problem

Personal Qualities:

• Excitement and curiosity to learn new technologies
• Emotionally intelligent, empathetic, organized, able to think on your feet, and can find creative solutions to interesting problems
• Self-driven, committed to exceptional customer service and performing user/system administrative responsibilities efficiently

Who will love this job:

If you're thrilled by the prospect of joining a small blossoming team/company with high autonomy, ownership, and the chance to influence changes to the IT tech stack using modern tools like Okta, Workato, Jamf, and Intune, this role is for you. Embrace the opportunity to take on and own projects once ramped up, and revel in the excitement of automating manual processes. Join us in shaping the future of IT support!

Pay:

At Stellar, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Stellar's salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations. 

The salary range for this role is $90,000 - $110,000 and will be eligible for an equity grant and an annual performance based bonus.  Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role.  As such, new hires typically start at the lower end of the range.  Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.