Service Desk Specialist I

LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world's leading brands - including HSBC, Chipotle, and Virgin Media - use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.
At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.
Overview:
You will join a global Service Desk team that is responsible for deskside support for the entire global organization. Our team members are dispersed across the entire globe and this will be a primarily remote position (occasional project-related travel will be expected).
You'll join the IT Help Desk Organization. The team is embedded within a larger Global Technologies Organization that builds internal automation products, managing off-the-shelf tool deployments, and IT-related engineering efforts. Within the IT Help Desk organization, you'll be engaged with your sister teams to accomplish larger level goals.
You will report to the Service Desk Manager.
You will:
On a daily basis, you'll work in our ticketing system and performing the following tasks:

• Customer Support: Provide prompt technical support to internal users. You'll ensure that their technical issues are resolved promptly and within our service level goals.
• Problem Solving: Diagnose, troubleshoot, and resolve hardware and software issues, including laptops and related peripherals.
• Documentation: You'll maintain accurate and detailed records of user requests, issues, and resolutions in the help desk ticketing system (ServiceNow). You'll also write documentation about how to resolve new types of issues.
• Software Access and Updates: Assist with the installation, configuration, and updates of software applications, operating systems, and drivers.
• User Training: Educate users on basic IT functions, software usage, and best practices to enhance their productivity.
• Inventory Management: Maintain an organized inventory of hardware and software assets, assisting with procurement and asset tracking.
• Collaboration: Collaborate with your teammates and more senior specialists to lead tickets and projects towards completion
• Continuous Learning: Stay up-to-date with the latest technologies and trends in IT to enhance your knowledge.
• Automation: Identify opportunities for automation in our IT processes and work with our internal development team to implement new solutions to grow our operations via APIs, custom integrations, and workflow automation tools. Identify opportunities for automation in our IT processes and work with our internal development team to implement new solutions to grow our operations via APIs, custom integrations, and workflow automation tools.

You have:

• 1-2 years of IT Specialist experience
• Cursory knowledge or certifications in Google Admin, OKTA, JAMF Pro, JAMF Radar, and Intune
• Good experience with Enterprise Security Protocols
• Understanding of AWS cloud environments
• Excellent ability to differentiate between user intent vs. user requests
• Documentation of work, solutions, and knowledge articles to proliferate knowledge across a geographically dispersed team.
• Experience working in IT platforms like JAMF Pro, JAMF Radar, Active Directory, Okta, Intune, AWS, Google Workspace,
• Experience working with Windows and Mac ecosystems (primarily Mac)
• Knowledge of networking such as patching ports, VPN, DHCP, DNS, and TCP/IP.
• Train on technical procedures and train non-technical users, including Microsoft Office, Google Workspace, Windows, Mac.
• Experience troubleshooting technical issues

Benefits
The salary range for this role will be between $60,000 to $70,000. Final compensation will be determined by a variety of factors, including, but not limited to, your location, skills, experience, education, and/or certifications. During the phone screening, the recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, vision and wellbeing.
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval.
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services.
• Development: tuition reimbursement, native AI learning.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts.
• #LI-Remote

Why you'll love working here:
LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.
Belonging at LivePerson:
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.