THE COMPANY:

JUUL's mission is to improve the lives of the world’s one billion adult smokers by driving innovation to eliminate cigarettes. JUUL is the number one US-based vapor product. Headquartered in San Francisco and backed by leading technology investors including Tiger Global, Fidelity Investments and Tao Invest LLC, JUUL Labs is disrupting one of the world’s largest and oldest industries.

We’re an exceptional team with backgrounds in technology, healthcare, CPG and biotech, and we’re growing rapidly to deliver on our mission. We’re actively looking to hire the world’s best scientists, engineers, designers, product managers, supply chain experts, customer service and business professionals.

 OVERVIEW:

The IT Support Specialist is a hands-on position responsible for supporting JUUL Labs employees’ IT needs.  Candidate should have experience supporting users of Mac OSX and Windows operating systems and a solid understanding of networking concepts (LAN/WAN, TCP/IP, routers, switches).  Responsibilities will include activities surrounding onboarding of new JUUL Labs personnel (Laptop setup, account creation), troubleshooting LAN and wireless router connectivity issues, facilitating and fulfilling end-user support requests and first-tier help desk support.

 The IT Support Specialist coordinates, diagnoses and troubleshoots incoming employee calls. You will provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. You will provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

  • Configure, maintenance, troubleshooting and repair of all office computers, peripherals including video conferencing, cloud services.
  • Create Strategies and IT procedures to increase efficiency, enhance workflow and improve day-to-day operations.
  • Technical Installations and training for new employees and co-workers
  • Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology
  • Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency
  • Evaluate applications and software patches for desktop applications to see if they will solve desktop issue
  • Maintain technology inventory system
  • New equipment research, evaluation and procurement.
  • Manage and administer internal applications including cyber security.
  • Account administration, VOIP phone support, data backup/cloud services, VPN Server, and Software License Management

 PERSONAL AND PROFESSIONAL QUALIFICATIONS:

  • Ability to help Juul employees solve hardware and software problems with Apple and other hardware products including laptop, desktop, phones, accessories and OS X software.
  • Experience with troubleshooting network issues in corporate network environment.
  • Experience with setup and support printer system in a corporate environment.
  • Experience with hosted productivity and communications applications, including G-Suite, Box, MS Office, OKTA, Workday and other commonly used SaaS system, and the ability to train and support employees on their use.
  • Strong working knowledge of networks, network topologies, PC workstations, servers, application software, databases, telecommunications, and programming.
  • Ability to identify and resolve server and network infrastructure issues, management of LAN/WAN environments.
  • Very strong familiarity and comfort level with Mac OS X and solid understanding of and experience with Windows 10
  • ITIL Certification a plus
  • Familiarity and admin experience with chat technologies - Slack, Zoom, Talkdesk, RingCentral
  • Experience with Fleetsmith MDM is a plus but not required
  • G Suite Administration and related SaaS service administration is a plus
  • Good analytical, troubleshooting, and problem-solving skills
  • Well organized with good time management skills and documentation capabilities
  • Working knowledge of Service Now

 KEY ATTRIBUTES NECESSARY FOR SUCCESS:

  • Friendly personality with excellent written and verbal communications skills.
  • Dedication to a constructive, team-oriented atmosphere is critical. Sharing knowledge and perspective within the department, and organization as a whole, will provide a crucial insight to decision makers.
  • The IT Department strives to continuously stay abreast to the changing technology environment and understands the detriments of complacency.
  • IT Department places an emphasis on continuing education and constantly improving employee awareness.
  • Thoughtful communication within the team will be necessary to keep the understanding of IT Department intentions as well as maintain accountability within the organization.

EDUCATION:

  • Bachelor’s Degree in Computer Engineering or similar field
  • MCDST certification, A+, ACMT

JUUL LABS PERKS & BENEFITS:

  • A place to grow your career. We’ll help you set big goals - and exceed them
  • People. Work with talented, committed and supportive teammates
  • Equity and performance bonuses. Every employee is a stakeholder in our success
  • Boundless snacks and drinks
  • Cell phone subsidy, commuter benefits and discounts on JUUL products
  • Excellent medical, dental and vision benefits
  • Location. Work in the heart of San Francisco, one of the world’s greatest cities
Vapor, JUUL, Work Culture, Fast Paced, Start-up, Growth, Vape, Technology, Software, Hardware, Consumer Electronics, Manufacturing, Design, Product, Disruptive, Revolutionary, Cutting Edge, App, Android, eCommerce, B2C, Menomonie, WI

Apply for this Job

* Required

  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at JUUL Labs are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.