Manage rapid incident response, containment playbooks, and dedicated ticket queues with tiered service-level agreements for sensitive executive requests
Resolve technical issues for Stripes, contingent workers, and vendors in person and through email, Slack, and the ticketing system; troubleshoot hardware, scripts, automation, and applications including Google Workspace, Slack, Zoom, Jira, and Confluence, and follow up to confirm resolution
Provision laptops for onboarding and fleet upgrades, support onboarding training and third-party vendor setup, and contribute to global offboarding tasks
Maintain office technology, including printers, Zoom Rooms, and room schedulers; manage desk setups, peripherals, and equipment inventory with accurate asset records
Create and maintain user-facing and internal technical documentation, promote established technology practices, and escalate issues to the IT Systems and Infrastructure team as needed
Who you are
You have the ability to take initiative on tickets and contribute to project design and implementation. You are skilled at writing, updating and maintaining technical documentation and sending directed communications. You are comfortable working as an individual contributor on a global team that is driving towards a common goal. You will best succeed in this role by leading on things you are passionate about while supporting others in their passion.
You love problem solving and collaborating with others to provide world class support. Being the best fit for this position means you are both humble and confident. You strive towards excellence but understand your limitations and don’t hesitate to ask for help when needed.
We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
At least 2 years of experience in an IT help desk or technical support role
Working knowledge of Apple hardware and software, Google Workspace, Slack, Zoom, and Atlassian tools, including Jira and Confluence
Understanding of script execution and troubleshooting using languages such as Ruby, Bash, or Python, and working knowledge of device provisioning and endpoint management tools such as DEP and FleetDM
Ability to independently prioritize support requests and project work while collaborating with a global team
Clear written and verbal communication, including technical documentation, and an empathetic, customer-focused approach to problem-solving
Preferred qualifications
3+ years of executive IT support experience, including hands-on device support, high-stakes meeting support, and handling sensitive requests
