IT Help Desk

The IT Help Desk team coordinates, diagnoses, and troubleshoots internal employee issues with technology. They provide escalation-based support services to employees with complex technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees working remotely. They provide timely resolution of problems or escalations on behalf of customers 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. This person is responsible for supporting end-user technologies for Avalara users as well as providing onsite support for our offices.

The position supports all company standard systems, applications, and software; including, but not limited to;

Microsoft Windows 10

Apple OSX

Okta

Slack

Jira and Confluence, ServiceNow

Microsoft Office 365

Anti-virus software

Software VPN

Mac and Windows laptops and workstations

RingCentral VOIP Software

Printers, MFP and Fax devices

Polycom and Zoom Video Conferencing technologies

Job Duties

Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves, or refers to appropriate technical staff as appropriate, and creates knowledge articles for internal and customer self-service use.

Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves/relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops/desktops; manage hardware and software asset lists

Ensures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service, ensures proper and accurate feedback on technical problems; and coordinates communication between user and other IT staff / groups

Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings

Escalates advanced technical issues, identifies problems impacting Avalara end users.

Ensures conformance with established IT and company policies and procedures; drives improvements in workflow, procedures, and processes; and provides on-call escalation support for advanced issues