3degrees is hiring an
Every day, we work together for what matters – bold, swift, and equitable climate action.
The helpdesk team at 3Degrees provides day-to-day technical support for 3Degrees’ globally dispersed workforce. Our team is responsible for ensuring desktop and office systems are working correctly and enabling our teams to function efficiently. We are always looking for top talent to join our diverse team. For this role, we are looking for a resourceful, knowledgeable, helpful, and cooperative IT professional to manage and mentor a high-performing team.
This is a full-time, exempt role reporting to the Director of IT. This position is open to candidates ideally based within a commutable distance of our Portland, Maine office, where you can enjoy a flexible, hybrid-working pattern. Exceptional candidates based outside of Portland, Maine, as well as in Massachusetts and New Hampshire may also be considered to work from a remote home office
In this role, you will bring your expertise and solution-oriented perspective to support our needs as the company continues to scale and will be responsible for three key areas of focus:
IT Systems and Support Tools Management:
Manage the use of our IT support tools and recommend and implement improvements for the following:
Microsoft Azure support tools (Autopilot, Intune, Azure AD, etc)
Windows workstation support, especially Windows 10/11 laptops
MacBook support
Help desk ticketing system, bonus points for Jira experience
Microsoft Active Directory
Remote user assistance
Google G Suite administration
Software/VOIP telephone administration, especially RingCentral
Video meeting support and Slack
Network, WiFi, and printer connectivity and troubleshooting
IT Processes Management:
Responsible for customer satisfaction -- track and respond to user feedback
Track and follow up on high-stakes tickets (urgent, high profile, problem users, or unusual issues), and handle escalations
Set, enforce, and track service-level agreements
Take the lead on IT support processes:
Manage and standardize the way tickets are assigned, triaged, categorized, escalated, tracked, and closed
Manage repeat incidents by analyzing root causes and developing efficiencies
Act as Helpdesk point of contact and coordinate with other teams, both within and outside IT, as necessary
Own helpdesk communications and user account management
Provide occasional off-hours helpdesk response
Assist with IT offboarding and removing access for departing employees
People Management (team & internal clients):
You bring excellent time management, communication, and documentation skills, along with knowledge of the technologies noted above. In addition, we believe that an individual with the following experience will have the best opportunity for success in this role:
HOW WE DEFINE SUCCESS
Within 30 Days
Within 3 months
Within 6 months
COMPENSATION & BENEFITS
OUR COMMITMENT TO DIVERSITY, INCLUSION AND EQUITY
3Degrees is an equal opportunity employer. We are committed to creating an inclusive environment where different perspectives contribute to better solutions. 3Degrees welcomes people regardless of race, color, religion, national origin, gender, gender identity or gender expression, age, sex, pregnancy, marital status, ancestry, disability, military or veteran status, sexual orientation, genetic information, or any other category protected by law. .
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