Lime - IT Support Analyst
Requirements
• Administration experience with Okta, Jira, Slack, and Google Workspace • Experience integrating applications, building workflows and automation • Familiarity with team based project workflows such as Agile or Kanban • If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.
Responsibilities
• Manage the full lifecycle of onboarding and offboarding tickets and processes, ensuring timely and accurate IT setup and deactivation • Provide high quality support for technical issues across our environment, with a focus on maintaining a high standard of end user experience • Manage and resolve inbound support requests via ticketing systems, email, Slack, and remote support tools (e.g. Zoom, Splashtop) • Maintain and support a variety of systems and devices, including MacOS, Windows, mobile devices, AV equipment, and printers • Provide advance troubleshooting for account issues impacting onboarding, focusing on critical systems including but not limited to Workday, Okta, Google, Slack, Zendesk, Jira, and Confluence • Remotely troubleshoot and resolve onsite IT issues related to conference rooms, printers, and other office systems as needed. • Document and update IT policies, procedures, and troubleshooting guides for the IT team and for end user knowledge base articles • Identify trends and recommend process improvements to enhance support workflows and employee satisfaction • Assist with IT related projects and initiatives • Participate in the team's on-call rotation, responding to incidents, troubleshooting issues, and contributing to root cause analysis and service reliability improvements. • 2+ years of IT support experience in a fast paced Enterprise IT environment • Experience managing and maintaining an enterprise ticketing system is preferred. (e.g. Zendesk, Jira, or ServiceNow) • Outstanding communication skills, which includes the ability to explain complex concepts to nontechnical audiences. • Resourceful and creative problem solver with the ability to discover solutions through research, testing, discovery. • Ability to work well under pressure, and self manage competing priorities • Experience working cross functionally and fostering stakeholder relationships • Desire to provide exceptional customer service and satisfaction • Team player with excellent communication skills • Attention to detail and a passion for accuracy
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