Tier 2 Help Desk Specialist

At Civis Analytics, we bring objective, data-driven truth to organizational decision-making—from the boardroom to the world’s largest progressive social causes.

This mission isn’t an aspiration: it’s something we see realized every day, and it brings purpose to everything we’re working on.

We combine a sophisticated SaaS product with our specialized data science consultancy to empower tens of thousands of active users to make millions of data-driven decisions every month. From joining disparate data sources and automating reporting, to building more elaborate models of targeted audiences and optimizing messages for them, organizations like the Bill and Melinda Gates Foundation, the City of Boston, and iHeart Radio trust Civis’s technology to make their most critical decisions.

Core to our product and consulting offerings is Civis Platform, which makes it easy to import, manage, transform, analyze, and report on data with integrated open source tools. Our customers love Civis Platform because it empowers them to focus on finding data-driven answers to their most critical questions—in other words, we empower them to run their business, rather than running a tech stack. 

Learn more about Civis at www.civisanalytics.com.

What we are looking for

Join Civis Analytics as a Senior Help Desk Specialist and immerse yourself in a "cloud-first" technology environment. We're seeking a passionate individual to address tier one and tier two technical issues, collaborating directly with employees across all departments. Your role will involve innovating our support infrastructure, providing exemplary customer service, and honing tier two ticket level skills with the opportunity to advance to tier three. If you're ready to make a significant impact in a dynamic setting, apply now to take your career to the next level at Civis!

Responsibilities

• Manage the internal IT support ticket queue, serving as the first point of contact for employees' IT needs
• Familiarity with administering of software-as-a-service applications (Docusign, Google Suite, Slack, etc). 
• Expertise managing MacBooks using mobile device management software like Kandji
• Support LAN/WAN, printers, AV, and VoIP equipment
• Run technical on-boarding sessions for new employees
• Build out and improve on our company’s internal knowledge base
• Play a key role in enforcing our data security policies
• Familiarity with compliance and audit standards (e.g., SOC2, FedRAMP, etc)

Minimum Qualifications

• 4 years of IT support experience with an emphasis on Mac OS X support
• Experience managing MacBooks using mobile device management software like Kandji
• Excellent customer service skills 
• Experience providing oversight and operational management for critical IT tools such as Okta, GSuite, Github, Slack, Code42, JIRA, Confluence
• Experience with a support ticketing system
• A basic understanding of IT Security best practices and LAN/WAN troubleshooting experience
• On-site and remote support experience
• Understanding of desktop automation concepts 

Preferred Qualifications

• Familiarity with a mainstream scripting language (bash, python, perl, etc.)
• Prior experience with Google Apps
• Vendor management and software license management experience

All employees either must be fully vaccinated against COVID-19, initiate vaccination before your start date, or file an exemption request prior to start date per company policy for review. 

Who we are

At Civis, we have opportunities for applicants who are newcomers, seasoned professionals, and anywhere in between. Our teams are energized by complex challenges and value diversity of thought. Opportunities to stand out and inspire happen daily and we trust and encourage you to act on your ideas – no matter how big they are. We offer you the tools and community you need to do your best work. Each of us is committed to holding ourselves accountable for results, challenging the status quo and finding new ways to grow our company and each other.

Why Join our Team?

• Salary: $71,000
• The opportunity to be part of a growing tech startup focused on solving interesting and meaningful problems, invested in internal promotion, and committed to fostering a diverse, equal and inclusive workplace. 
• Competitive benefits, including unlimited PTO, 401K match with immediate vesting, health, dental, and vision benefits, fully paid parental leave, commuter benefits, and pet insurance.

Civis embraces the individuality of our employees, and we celebrate each other's differences. Our products, services, and culture benefit from and thrive on the unique perspectives brought by each person in our Civis community. We're proud to be an equal opportunity workplace, and we are committed to equal employment opportunity regardless of race, age, sex, color, ancestry, religion, national origin, sexual orientation, gender identity, citizenship, marital status, disability, or veteran status. If you have a disability or special need that requires accommodation, please contact us internalrecruiting@civisanalytics.com.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.

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