About Rocket Lawyer
 
We believe everyone deserves access to affordable and simple legal services. Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America, South America, and Europe, Rocket Lawyer has helped over 30 million people create over 50 million legal documents, and get their legal questions answered.
 
We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company’s history, to capture audiences worldwide. We are expanding our team to take on this challenge!

About the Role 

*This position is a temporary contract for an initial duration of 3 months, with the potential for extension.*

Join our team in this hybrid work-based role located in San Francisco, where you'll troubleshoot IT issues for employees globally. You'll monitor and resolve inquiries through our IT support channels, supporting Mac/PC systems, mobile devices, printers, and A/V equipment. Efficiency in issue resolution and collaboration with your team are essential, knowing when to escalate concerns. Additionally, you'll maintain our knowledge base, assist in onboarding/off-boarding processes, and optimize Helpdesk operations to enhance our IT support services.

Responsibilities

  • Relocation of our office will be 50% of the job duties over the first 2 months 
  • Troubleshoot incoming issues from employees around the globe
  • Monitor internal IT support channels and support employees' requests onsite or remotely
  • Provide day-to-day support and troubleshooting of Mac/PC systems, mobile devices, office printers, A/V and Video Conferencing systems
  • Troubleshoot issues effectively and efficiently
  • Know when to use your team’s resources and when to escalate
  • Keep our knowledge base up-to-date and provide training when needed
  • Facilitate onboarding and off-boarding of employees
  • Identify ways to streamline common processes and ensure we maximize value within the Helpdesk
  • Maintain asset inventory, software purchases, licenses
  • Facilitate local IT logistics for US region shipping/receiving assets as necessary 
  • Perform audits across our SaaS portfolio

Requirements

  • Must be available to work in a hybrid role out of our San Francisco Office
  • Experience supporting office relocation 
  • 2-4 years experience in a Helpdesk role working out of a ticketing queue
  • Familiarity with SSO providers as well as standard protocols like SAML, SCIM, OAuth, etc. 
  • Intermediate knowledge and experience with Mac OS X and Windows troubleshooting and support in an enterprise environment
  • Experience with basic networking technologies such as WAN, LAN, WiFi, DNS, DHCP, etc.)
  • Excellent communication and customer service skills you work well with anyone, including executive team members
  • 2 years administration of Google Workspace (mail, calendar, docs, etc.) 
  • Have a knack for technology; You can figure out any system and learn on the go
  • Strong attention to detail and accuracy
  • You are not afraid to ask for assistance, and you know how to craft good questions
  • Experience identifying process challenges and assisting in fixing them
  • Work experience in a fast-paced startup environment
  • You’ve worked in a role where you’ve relied on partnerships with other operational teams like HR, Facilities, Finance etc

Preferred Qualifications

  • Dialpad phone and call center applications
  • Experience with Google Meet video conferencing
  • Scripting experience (Powershell, html, php, shell, bash, python, etc.)
  • Windows Server, VMware, and Active Directory administration
  • Kandji/Jamf administration
  • Microsoft Intune administration
  • BetterCloud administration
  • Google Cloud administration
  • Atlassian Jira and Confluence administration
Rocket Lawyer is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses.
 
All your information will be kept confidential according to EEO guidelines.
You may request reasonable accommodations by sending an email to hr@rocketlawyer.com.
 
 
All Locations
$45—$49 USD

By applying for this position, your data will be processed as per Rocket Lawyer Privacy Policy. 

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