Intermediate IT Helpdesk Analyst
GitlabJob Summary
GitLab is seeking an IT Support Specialist to join their End User Services team. This role involves providing comprehensive IT support globally, including triaging IT issues, managing accounts, troubleshooting hardware and software, and supporting new employees during onboarding. The ideal candidate should have experience with Google Workspace, automation scripting in Mac/Linux environments, SQL, Python, MDM tools, Git, and various administrative platforms like Okta, Slack, and Zoom. They must be security-focused and capable of clear communication. GitLab offers a remote work environment, flexible PTO, equity compensation, parental leave, home office support, and opportunities for growth.
Company Benefits
- ✓Flexible PTO
- ✓Equity Compensation
- ✓Employee Stock Purchase Plan
- ✓Growth and Development Budget
- ✓Parental Leave
- ✓Home Office Support
An overview of this role
We're expanding our End User Services team and looking for a skilled IT professional to join us in supporting GitLab's global operations. As part of our dynamic team, you'll play a key role in keeping our organization running smoothly through comprehensive IT support. This role is 100% remote and based in Canada!
You'll be joining a team that prides itself on:
Delivering exceptional end-user support
Solving complex technical challenges
Working collaboratively in a fast-paced environment in a security focused environment
Continuously innovating and improving our service delivery
Some examples of our projects:
What You’ll Do:
Triage all IT related questions as they arise
Build a knowledge base of IT practices and pragmatic problem solving in the handbook
Account management for password resets and lockout
Follow the sun support model with the ability to be flexible
Diagnose computer errors and provide technical support
Troubleshoot software and hardware
Support Weekly IT Onboarding Sessions for new Team Members
Employee lifecycle support: Onboarding, offboarding, application provisioning, account permissions management
Train end-users how to setup and use new technologies
Provide technical support over Zoom, Email, or through Slack
What You’ll Bring
Experience with Google Workspace and an interest in its administration
Experience managing mailboxes, Shared Mailboxes, and DLs
Some experience Automation & Scripting Mac and Linux environment
Hands-on experience supporting Mac and or Linux
Tolerance for repetitive or manual tasks, with a mind for automating said tasks
Some experience with SQL and Python
Configure, build, test, and deploy laptops using MDM tools
Experience working with Git
Ability to use GitLab and ServiceNow
Okta, Slack, and Zoom administrative experience
Security Focused
Strong written and vertical communication
How GitLab will support you
All remote, asynchronous work environment
Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
