[Hiring] IT Helpdesk Support I @Bloomreach

Role Description

As an IT Helpdesk Support (P1), you are an early-career IT professional focused on learning and executing well-defined, foundational support tasks under close guidance. You will:

• Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooks.
• Support account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systems.
• Contribute to the security and stability of our environment by applying standard procedures for access, device, and account protection.

Key Responsibilities

• End-User Support & Ticket Handling
  • Serve as a first-line point of contact for IT-related issues and requests.
  • Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed.
  • Resolve basic / well-defined issues such as:
    • Password resets and SSO access issues.
    • Standard software install/uninstall requests.
    • Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools.
  • Follow documented troubleshooting steps and escalation procedures consistently, keeping users informed on ticket status.
• Access Management & Identity
  • Process standard access requests for company tools following least-privilege and access-minimization principles.
  • Use JumpCloud and other IAM tooling to:
    • Provision/deprovision users.
    • Assign/remove application access.
    • Enforce MFA and basic security controls.
  • Validate approvals (manager + application owner) before granting access and document changes in Freshservice.
• Device & Endpoint Support
  • Support laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards.
  • Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors).
  • Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation.
• Documentation & Knowledge
  • Follow existing knowledge base articles in Bloomroom – IT Helpdesk and contribute updates for common issues and workflows.
  • Document resolutions and workarounds clearly in tickets to support future self-service and reduce repeat incidents.
  • Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see.
• Collaboration & Security Culture
  • Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes.
  • Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity).
  • Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.

Qualifications

• 0–2 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part-time roles welcome).
• Basic understanding of:
  • Operating systems (Windows and/or macOS).
  • Networking fundamentals (Wi-Fi, VPN, basic connectivity troubleshooting).
  • SaaS concepts and SSO/identity providers.
• Strong customer service orientation with clear, professional written and verbal communication in English.
• Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope.
• Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience).

Preferred Qualifications

• Exposure to or interest in:
  • Google Workspace, Slack, Zoom, and other modern collaboration tools.
  • Ticketing tools such as Freshservice, Zendesk, or ServiceNow.
  • Identity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO).
  • Basic awareness of information security concepts (least privilege, MFA, phishing, secure handling of data).
• Entry-level certifications a plus (e.g., CompTIA A+, ITF+, Google IT Support, or similar).

Benefits

• A great deal of freedom and trust with flexible working hours.
• Virtual-first work environment with several Bloomreach Hubs available across three continents.
• Company events to experience the global spirit of the company.
• 5 paid days off to volunteer.
• Employee Assistance Program with counselors for non-work-related challenges.
• Subscription to Calm - sleep and meditation app.
• ‘DisConnect’ days for additional time off each quarter.
• Extended parental leave up to 26 calendar weeks for Primary Caregivers.
• Restricted Stock Units or Stock Options based on role, seniority, and location.
• Participation in the company's performance bonus.
• Employee referral bonus of up to $3,000.
• Celebration of work anniversaries — Bloomversaries!

Excited?

Join us and transform the future of commerce experiences! If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!