InVision is the world’s leading design collaboration platform.

We enable companies of all sizes to discover the power of design-driven product development. That’s why more than three million designers, product managers, marketers and other stakeholders at so many of the world's most loved startups, agencies, & corporations use InVision every day, including Uber, Evernote, Twitter, Adobe, Salesforce and many more.

Mission

Provide world class IT support and excellent customer service in the resolution of level-one support issues. Ensure that employees have seamless access to the equipment, software and technical support they need to do their jobs effectively and securely.

Outcomes

• Respond to assigned helpdesk tickets and provide solutions for reported customer problems
• Triage and resolve all level one support requests and escalate higher-level requests appropriately.
• Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation, if required
• Phone and inbound ticket queue support for global employee IT service requests
• Monitor internal ticketing system notifications for proactive response, and communication of any outages or system downtime
• Participate on Helpdesk projects, complete tasks and ensure they are completed on time and to specifications
• Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc
• Procurement, asset and inventory management for all IT hardware and software
• Cross-departmental collaboration with teams like Facilities, Sales, and Engineering
• Perform no touch imaging, application configurations, and security policy enforcements
• Follow instructions and pre-established guidelines to perform job functions
• Be familiar with Service Level Agreements (SLAs) and proper response times
• Responsible for corporate SaaS applications, SSO platform, and hardware management
• Focus on deployment and automation for OS X using JAMF

Competencies

• 2-3 years HelpDesk Technician experience, with strong experience ticket process, workflow and queue management.
• Must have excellent customer service skills
• Strong Mac OSX Skills
• Experience with the following technologies: Google Apps, MS Office for Mac and PCs, Zendesk ticketing system, Bettercloud, JAMF, Okta
• Excellent written and verbal communication skills
• Highly motivated with a positive attitude
• Ability to prioritize and address multiple tasks in a dynamic work environment

Attributes

• Independent / Self-starter
• Fast-paced
• Bias towards immediate action and results
• Willingness to learn and adapt
• Effective communicator
• Ability to multi-task
• Humility / willingness to question one’s own assumptions / desire to constantly improve

Benefits:

InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. In the United States we have teams including hubs in New York, San Francisco, Austin, Portland, and Boston. Each InVision team member is given the freedom and tools to do their best work from wherever they choose. Among our benefits we offer competitive health plans, 401k, a flexible vacation policy, unlimited Starbucks cards for each employee, and unlimited books related to your profession.

InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.