[Hiring] Senior 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 Senior IT Helpdesk Technician with the IT Operations team. As the Senior IT Helpdesk Technician at Porch, you will lead the analysis, troubleshooting, and resolution of complex end-user and technology issues within the Porch Group's Information Technology Operations department. This role is pivotal in providing advanced technical support to Porch Group employees, mentoring junior technicians, and driving process improvements to enhance IT service delivery.

Additionally, you will provide expert assistance via telephone, chat, and advanced remote tools, delivering best practices and guidance on business-specific applications and hardware. The ideal candidate will have extensive experience of troubleshooting IT products, including:

• Microsoft Windows
• MacOS
• Office 365
• MS Teams
• Slack
• Zoom
• RingCentral
• Other enterprise-grade hardware and software

Qualifications

• Exceptional communication skills (verbal and written in English), with a focus on clarity, professionalism, and mentoring junior staff.
• Bachelor's degree in an IT-related field or 6+ years of progressive experience in corporate IT support roles.
• Expert-level knowledge of Microsoft Windows and MacOS operating systems, with advanced troubleshooting capabilities.
• Superior organizational and prioritization skills, with the ability to assess business impact and manage competing priorities effectively.
• Strong leadership and interpersonal skills, with a proven ability to build relationships across multiple business functions.
• Ability to manage multiple concurrent projects and adapt to rapidly changing priorities in a fast-paced environment.
• 6+ years of relevant corporate IT support experience, ideally in a high-growth, dynamic SaaS environment.
• In-depth knowledge of regulatory compliance standards, including SOX, PCI, and other relevant frameworks, to ensure adherence to legal and security requirements.
• Advanced understanding of IP addressing, DHCP, DNS, and routing, with the ability to troubleshoot complex network issues.
• Proficiency in scripting and automation (e.g., PowerShell, Bash, or Python) to optimize IT workflows.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL, Microsoft Certified Professional, or equivalent) are highly desirable.
• Experience leading IT helpdesk teams or mentoring junior technicians preferred.
• Familiarity with ITIL frameworks and best practices for IT service management preferred.
• Advanced knowledge of enterprise tools such as Fresh Service, NinjaOne, Okta, or other IT management platforms preferred.
• Proven ability to manage large-scale IT deployments or system migrations preferred.
• Excellent written and communication skills in 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

• Oversee the setup, configuration, and deployment of equipment for employee use, ensuring compliance with IT standards.
• Proactively monitor and manage work orders, troubleshoot tickets, and ensure adherence to service-level agreements (SLAs) for timely resolution.
• Maintain and enhance helpdesk systems, including ticket updates, status tracking, and data collection from emails and calls to provide high-quality user support.
• Lead laptop and desktop re-imaging processes for redeployments, ensuring optimal performance and security.
• Ensure proper installation and configuration of operating systems (Windows, MacOS) and enterprise software applications.
• Provide advanced technical support to resolve complex software and hardware issues, mentoring junior team members as needed.
• Develop, maintain, and enhance an IT knowledge base, including detailed technical documentation, procedures, and user training materials.
• Install, configure, and troubleshoot operating systems, software applications, peripheral devices, and network connectivity issues at an advanced level.
• Deliver exceptional customer service by resolving employee IT issues via email, chat, telephone, or in-person in a professional and approachable manner.
• Manage user account administration, including creating, modifying access permissions, and decommissioning accounts securely.
• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.
• Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.
• Collaborate with cross-functional teams to resolve complex IT issues and contribute to strategic IT initiatives.
• Lead IT-related projects, including system upgrades, process improvements, and technology deployments, as assigned.
• Stay current with emerging technologies and recommend innovative solutions to enhance IT support operations.
• Perform other IT related duties or projects, as assigned.

Benefits

• Pay Range*: ₹10,68,800 – ₹14,96,300 INR Annually
• Comprehensive coverage for health, life, and financial wellbeing.
• Medical insurance, accident insurance, and retiral benefits.
• Wellness programs including 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events.