Tech Explorer

Job Description:

Tech Explorer: Unleashing Potential Through Curiosity.
Are you ready to Accept, Adapt, and Overcome in the ever-evolving world of IT? Do you believe in Progress Over Perfection when tackling technical challenges? We're seeking a curious mind to join our IT Support team – someone who's eager to Own It and unleash their full potential.

About the Role

This isn't your typical IT support position. We're looking for someone who embodies our core philosophy of Radical Transparency and is excited to Share the Knowledge Love. Each day brings new opportunities to Make A Commitment and Keep A Commitment as you solve puzzles, unravel mysteries, and push the boundaries of your technical expertise.

What You'll Explore

• Dive deep into servers, networks, and systems with an "Accept, Adapt, Overcome" mindset.
• Create innovative solutions for unprecedented problems, embracing Progress Over Perfection.
• Build our collective knowledge by documenting your discoveries, embodying Share the Knowledge Love.
• Collaborate with curious minds across different technical domains, Meeting People Where They Are.
• Transform complex technical concepts into clear explanations for clients, demonstrating Radical Transparency.
• Investigate and map our technology ecosystem through asset management, truly Owning It.

You'll Thrive Here If You:

• Embrace the "Accept, Adapt, Overcome" philosophy when faced with technical challenges.
• Get a rush of excitement from solving tricky problems, always aiming for Progress Over Perfection.
• Love Sharing the Knowledge Love and learning from others.
• See setbacks as stepping stones to better understanding, embodying our "Own It" mentality.
• Enjoy connecting the dots between different technologies, Meeting People Where They Are.
• Take pride in making technical concepts accessible to others through Radical Transparency.

The Foundation (Requirements): 

• A natural curiosity about technology and how things work.
• Eagerness to learn and adapt to new technologies.
• Clear communication skills to share your discoveries.
• Basic troubleshooting instincts (we'll help develop them further).
• Commitment to our core values and philosophies.

Your Growth Path

We believe in nurturing curiosity and unleashing potential. You'll have access to:

• Mentorship from experienced tech explorers who embody our core values.
• Learning resources and training opportunities to support your "Progress Over Perfection" journey.
• Hands-on experience with diverse technologies, allowing you to "Own It" in various domains.
• Clear progression paths as your expertise grows, aligned with our "Make A Commitment - Keep A Commitment" philosophy.

Why Join Us?
We're building a culture of exploration where questions are celebrated and continuous learning is part of the job description. Our team values creative problem-solving, knowledge sharing, and the joy of discovery. We've documented our approach to curiosity-driven work in our Core Philosophies & Values, which guide everything we do.Ready to unleash your potential and turn your curiosity into a career? We'd love to hear what makes you tick and how you plan to embody our core values in your work.Note: This position starts at Level 1, but we see that as the beginning of your journey, not the destination. We're committed to meeting you where you are and helping you grow.

• Manage Service Desk tickets in a timely manner.
• Respond to customer issues via phone/ITSM platform.
• Document customer interactions in our ITSM platform.
• Troubleshoot end user system requests to resolve customer reported issues.
• Maintain Asset Management database.
• Escalate issues to next level support agents.
• Follow-up with customers to ensure requests are being resolved.
• Experience with or willingness to create detailed documentation from technical troubleshooting sessions and customer engagements.
• Ability to identify and document reusable processes and solutions from support interactions ("knowledge mining").
• Must be a proactive, assertive, and tenacious individual.
• Must be motivated to learn new skills.