IT Support Engineer

A home is the biggest investment most people make, and yet, it doesn't come with a manual. That's why we're building the only app homeowners need to effortlessly manage their homes ?" knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry ?" we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We're seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we'll build together.

Thumbtack by the Numbers

• Available nationwide in every U.S. county
• 80 million projects started on Thumbtack
• 10 million 5-star reviews and counting
• Pros earn billions on our platform
• 1000+ employees
• $3.2 billion valuation (June, 2021)

About the Team

Thumbtack's IT team is passionate about focusing on operational excellence, whether that's process improvements, automating the hell out of things, or helping find that next amazing app for our internal teams. We understand that if we get this right we can focus more of our attention on the things that matter to the business - namely innovation and becoming a trusted business partner. We strive to deliver the best IT service our users have experienced. Ever.

As with most startup environments, you will need to bring not only your technical skills to bear, but also your willingness to take on all challenges big and small. More importantly, you'll need a positive outlook, good communication skills, and a craving for learning. You will be using your past experiences to help build a world-class IT department and to think outside the box in delivering new services and resources to the business. Are you ready for some fun?

About the Role

As an IT Support Engineer II, you are the first point of contact to provide day-to-day technical support to end users on a variety of issues, and may be a point of escalation for minor technical issues. You will work on assignments that are typically routine in nature, requiring good judgment in resolving issues or in making recommendations to ensure that Business Operations run smoothly.

Responsibilities

You will be a customer service and support evangelist, assisting our customers via support tickets, email, and chat. You will work closely with Help Desk staff to maintain IT support documentation, handle the IT queues, and run A/V events. You love building relationships with customers, business partners and IT team members alike. You are passionate about IT end user support, have an excellent background in Mac software and hardware troubleshooting and are hungry to learn and grow in an Enterprise IT environment.

• General IT and Desktop Support
• Provide support at our IT Help Desk (on-prem and virtual) with rotating shifts to support our 24/7 operations
• Resolve incidents and problems in a timely manner or escalate on behalf of customers to senior technical staff
• Act as a point of escalation for minor technical issues
• Asset and Endpoint Management
• Perform hardware repairs, upgrades and migrations
• Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
• Participate in inventory, purchasing and asset management to support the Help Desk
• System Access and Application Support
• Handle system access and maintain user accounts, passwords, data integrity & security
• Help evaluate hardware and software solutions and participate in IT projects
• Help deploy hardware and software solutions and initiatives
• Network Support
• Diagnose and provide basic network support
• Escalate network issues on behalf of customers to senior technical staff and/or relevant groups
• A/V Support and Event Monitoring
• Diagnose and provide basic A/V support and troubleshooting
• Help lead and facilitate A/V Events
• IT Projects
• Support and drive IT projects by completing related tasks in a timely manner

What you'll need

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• 2-4 years experience in IT Support in a professional environment
• Experience with support ticket management and tracking
• Strong customer service, problem solving and collaboration abilities
• Outstanding communication and interpersonal skills
• Technical knowledge of Mac OS 10.x, iOS and Android
• Basic knowledge of Windows 7, Windows 10
• Network fundamentals and support experience (laptop connectivity, VPN, printing)

Bonus points if you have

• IT-related degree or related certification/s is an advantage
• Experience in leading junior staff members
• Familiar with common access/authentication systems and tools: Okta, AD, LDAP
• Familiar with Google Workspace for Business (Gmail, GCal, GDocs, etc.)
• Knowledge of video conferencing solutions and support (Zoom)
• Previous experience with one or more of the following systems - Zendesk, Google Workspace for Business, Active Directory, Office 365, Okta, Slack, Jamf
• Basic knowledge and support of Chrome OS
• Some heavy lifting and management of IT equipment required (shifting computers in storage, deployment of equipment to desks, shipping and retrieval of equipment to remote workforce)

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here. #LI-Remote

• Virtual-first working model coupled with in-person events
• 20 company-wide holidays including a week-long end-of-year company shutdown
• Libraries (optional use collaboration & connection hubs) in San Francisco and Salt Lake City
• WiFi reimbursements
• Cell phone reimbursements (North America)
• Employee Assistance Program for mental health and well-being

Learn More About Us

• Life @ Thumbtack Blog
• How Thumbtack is embracing virtual work
• Follow us on LinkedIn
• Meet the pros who inspire us

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack's Privacy policy available at https://www.thumbtack.com/privacy/ .