IT Help Desk Administrator at GreenSlate in Remote

Summary: GreenSlate is the fastest-growing provider of technology and business solutions for media productions. The IT Help Desk Administrator will provide first-tier technical support to the global workforce and collaborate with IT staff to address day-to-day IT issues. Responsibilities: - Tier 1 & Tier 2 Technical Support: Diagnose and resolve issues for local and remote users spanning connectivity, OS (primarily Windows, some macOS), permissions, hardware, SaaS applications, VoIP/softphone systems, and general "how-to" requests; proficiency in an ITSM ticketing platform (Jira Service Management, Zendesk, ServiceNow, or similar) required - Identity & Access Management: Administer user lifecycles (onboarding, offboarding, role changes) across cloud-first identity platforms, including Azure AD, Google Workspace, Okta, or similar SSO/IdP solutions; enforce RBAC principles and least-privilege access - Endpoint Management & Deployment: Image, configure, and deploy laptops and workstations using modern MDM/RMM platforms (Kaseya, Jamf, or equivalent); experience with zero-touch provisioning and remote enrollment workflows is a strong plus - Documentation: Produce clear, well-structured technical documentation for diverse audiences, including SOPs, admin runbooks, end-user guides, and troubleshooting playbooks; familiarity with documentation platforms (Confluence, Notion, IT Glue) preferred - Asset & Inventory Management: Maintain accurate, real-time asset records using an ITAM platform (RipplingIT, Jira Assets, Kaseya, or similar); track hardware lifecycle from procurement through decommission - Networking Fundamentals: Demonstrate working knowledge of core networking concepts, including DNS, DHCP, TCP/IP, VLANs, LAN/WAN architecture, and VPN technologies (split-tunnel, site-to-site, zero-trust network access) - Security Hygiene: Apply baseline security practices in daily operations, including MFA enforcement, phishing triage, endpoint EDR monitoring, and timely escalation of potential incidents to senior staff or SOC partners - AI & Productivity Tooling: Leverage AI-assisted tools (e.g., Claude, Gemini, Rovo, etc.) to accelerate documentation, ticket response, and research tasks; comfort with emerging productivity technology is strongly encouraged - Process Improvement & Automation: Proactively identify inefficiencies and recommend automation opportunities using tools such as Power Automate, Zapier, or scripting (PowerShell, Bash); contribute to reducing manual, repetitive workloads across the IT function - Budget Support: Assist with hardware and software purchasing, invoice processing, expense tracking, and reconciliation; provide accurate cost data to support IT budget planning - Vendor & Product Evaluation: Test emerging tools and platforms, document findings, and present data-driven recommendations that align with organizational needs and budget constraints Required Qualifications: - 1-2 years of relevant work experience supporting modern Windows desktops - Proficiency in an ITSM ticketing platform (Jira Service Management, Zendesk, ServiceNow, or similar) required - Administer user lifecycles (onboarding, offboarding, role changes) across cloud-first identity platforms, including Azure AD, Google Workspace, Okta, or similar SSO/IdP solutions - Image, configure, and deploy laptops and workstations using modern MDM/RMM platforms (Kaseya, Jamf, or equivalent) - Produce clear, well-structured technical documentation for diverse audiences, including SOPs, admin runbooks, end-user guides, and troubleshooting playbooks - Maintain accurate, real-time asset records using an ITAM platform (RipplingIT, Jira Assets, Kaseya, or similar) - Demonstrate working knowledge of core networking concepts, including DNS, DHCP, TCP/IP, VLANs, LAN/WAN architecture, and VPN technologies (split-tunnel, site-to-site, zero-trust network access) - Apply baseline security practices in daily operations, including MFA enforcement, phishing triage, endpoint EDR monitoring, and timely escalation of potential incidents to senior staff or SOC partners - Leverage AI-assisted tools (e.g., Claude, Gemini, Rovo, etc.) to accelerate documentation, ticket response, and research tasks - Proactively identify inefficiencies and recommend automation opportunities using tools such as Power Automate, Zapier, or scripting (PowerShell, Bash) - Assist with hardware and software purchasing, invoice processing, expense tracking, and reconciliation - Test emerging tools and platforms, document findings, and present data-driven recommendations that align with organizational needs and budget constraints - Dependable, trustworthy, and ethical, able to work independently and as part of a team - Resourceful and motivated to find solutions - Ability to self-start and manage multiple tasks and competing priorities efficiently, manage your own small set of project-level work, and contribute to larger IT projects as part of a team - Crystal-clear communication, both written and verbal -- able to translate customer complaints into technical causes, and technical solutions to non-tech explanations - Ability to excel in an environment that demands excellence, and you feel every challenge is an opportunity to learn and grow - Ability to look beyond the 'here and now' short-term solutions - dig into root causes, look for patterns, help develop improved processes to avoid issues before they appear - Hungry to learn and grow personally and professionally - Passionate about providing a great customer service experience - Patient and understanding, you can help non-technical people without sounding condescending Preferred Qualifications: - Familiarity with documentation platforms (Confluence, Notion, IT Glue) preferred - Experience with zero-touch provisioning and remote enrollment workflows is a strong plus - A+ or MCP or other is helpful, but not required Required Skills: Windows OS, macOS, ITSM ticketing platforms, Azure AD, Google Workspace, Okta, SSO/IdP solutions, RBAC, MDM/RMM platforms, Kaseya, Jamf, Documentation platforms, Confluence, Notion, IT Glue, ITAM platforms, RipplingIT, Jira Assets, DNS, DHCP, TCP/IP, VLANs, LAN/WAN architecture, VPN technologies, MFA, EDR monitoring, Power Automate, Zapier, PowerShell, Bash, Networking fundamentals Benefits: Private medical and life insurance, Psychological support, English program, Wellness discounts, Perks through the Holisticly platform