[Hiring] IT Helpdesk Technician @Porch Group

Role Description

The future is bright for the Porch Group, and we'd love for you to be a part of it as our IT Helpdesk Technician with the Information Technology team. Porch Group is looking for an IT Helpdesk Technician who will be responsible for analyzing, troubleshooting, and resolving end-user and technology issues for the Porch Group's Information Technology department. This role provides direct support to Porch Group employees via phone, chat, and standard remote tools, offering guidance and best practices on business-specific programs and technology.

The ideal candidate is comfortable troubleshooting IT products such as Microsoft Windows, Office 365, MacOS, MS Teams, Slack, Zoom, RingCentral, and other business-related hardware or software, and enjoys solving problems in a fast-paced, collaborative environment.

What You Will Do As An IT Helpdesk Technician

• Set up and ship equipment for employee use.
• Monitor all work orders and requests and troubleshoot tickets for status and compliance with established timeframes for work performance.
• Maintain help desk requests, ticket updates and status, general data entry, and data gathering from emails and phone calls for user support.
• Re-image laptops and desktops for re-deployments.
• Ensure proper installation of IT standards, including operating systems and standard software.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Document and maintain an IT knowledge base and maintain inventory of assets and equipment.
• Develop and maintain technical documentation and procedures, or train users in the proper use of hardware or software.
• Install, maintain, support, and troubleshoot operating systems and a wide variety of software applications, peripheral devices, and network connectivity issues.
• Answer questions in a friendly, professional manner to resolve computer problems for employees remotely via email, chat, or telephone, or in person.
• Create, change, and delete user accounts.
• Support scripting and automation efforts to help employees eliminate repetitive work.
• Maintain security standards and patch management across supported endpoints.
• Collaborate with others to resolve information technology issues.
• Resolve computer software issues, questions, and problems.
• Perform other IT related duties or projects, as assigned.

Qualifications

• Strong communication skills, both verbal and written (English), attention to detail, dependability, cooperation, integrity, and analytical skills.
• Bachelor's degree in an IT related field, or 3+ years of relevant on-the-job experience.
• Knowledge of MS Windows and Mac OS X operating systems.
• Excellent organizational and prioritization skills; able to assess prioritization by gauging business impact in consideration of competing priorities.
• Strong interpersonal and influencing skills, with the ability to build credible relationships with multiple business functions.
• Ability to work on multiple concurrent projects and tasks and switch focus as necessary.
• Ability to adapt to rapidly changing priorities.
• 3+ years of relevant corporate IT support operations work experience; preferably in a high-growth, dynamic SaaS environment.
• Familiarity with regulatory compliance standards such as SOX (Sarbanes-Oxley Act), PCI (Payment Card Industry Data Security Standard), and other relevant frameworks to ensure adherence to legal and security requirements.
• Familiarity with the fundamentals of IP Addressing, DHCP, DNS, and basic routing skills.
• IT certifications are a plus.
• Candidates that have worked in IT for a United States based publicly owned company preferred.
• Excellent written and communication skills in the English language.
• Proven experience working with US based business teams.
• Ability to work within core US business hours / time zone expectations - Eastern Standard Time (EST) overlap.

Requirements

• Working Hours: 8 Hours (Excluding breaks)
• 4 Core US Hours Overlap (7:30pm- 11:30pm IST)
• 4 flexible hours (IST)
• Workspace: A quiet, dedicated space to work, and a reliable internet connection with a minimum speed of 50 Mbps.

Benefits

• Pay Range*: ₹6,93,800 – ₹9,71,300 INR Annually
• Comprehensive coverage for your health, life, and financial wellbeing.
• Medical insurance, accident insurance, and retiral benefits.
• Wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events.