IT Support Specialist III

GAQ126R68
Location: Bellevue, WA (5 days per week RTO)

At Databricks Information Technology, we are a product led organization transforming the way we work from how easy it is to use our IT services to the applications we develop that help us scale seamlessly in face of incredible growth.

Databricks is hiring an IT Support Specialist to help scale and optimize our business processes, work with users globally to improve productivity, and provide in-person service at our Bellevue, WA office by resolving all technical issues. You will be an important member of the IT Support team and ensure the best possible user experience is provided in every interaction. You will provide exceptional customer service in your interactions with all Bricksters through tickets, email, and Slack pings. You will multitask and troubleshoot multiple user issues simultaneously and own ongoing small to medium-sized project work. The expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for providing capabilities facilitating exceptional customer interactions to all Bricksters through tickets, systems, AV, and other mediums of engagement. You will report to the Manager, IT Support as part of the CIO's organization.

The impact you will have:

• You will support our core platforms - user support, ticketing, procurement, and provisioning

• You will take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack

• You will document all processes and update current documentation for the established process

• You will complete and document assigned project work and provide updates to ensure accuracy

• You will partner with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation

• You will work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders

• You will provide the very best customer service experience for all Bricksters when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce

• You will maintain the asset inventory system and ensure all hardware/software allocations are logged

What we look for:

• Bachelor’s degree and a minimum of 1 year of related experience; or an advanced degree without experience; or equivalent work experience.

• Knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)

• Experience working on a high-volume ticketing system (+4000 PM)

• Experience supporting customer IT needs within a global team supporting multiple regions and time zones

• Knowledge of endpoint management tools such as JAMF, Airwatch, InTune etc