About the IT Support Specialist at Headspace:

Headspace is looking for an IT Support Specialist, based in our Santa Monica office, reporting into our Director, Corporate IT. The IT Support Specialist must have experience and understanding of support principles, strategy and technical acumen. They should be a critical thinker and problem-solver with great attention to detail. Since end-user support and teamwork are important aspects of the role, excellent communication and people skills are required. The primary focus of our IT Support Specialist will be to provide in-person support to our growing staff based in Santa Monica, but also answer calls for support via our ticketing system and by phone.

How your skills and passion will come to life at Headspace:

• Provide Tier-2 support for situations requiring in-depth technical expertise
• Provide technical support and/or training for systems, services and platforms in person, via email, and by phone
• Being resourceful and having a curious mind to find and solve root causes of technical issues
• Previous history of success in support environments, ideally in the tech and/or creative industry
• Assisting with the management of the support queue to ensure issues are prioritized based on business needs, ensuring issues are successfully resolved
• Eagerness to learn and interest in developing new skills
• Willingness to adapt and prioritize in real-time to meet business needs
• Strong collaboration skills and willingness to be a team player

What you’ve accomplished:

• 2-4 years experience in a similar role, ideally supporting 300-500 users in tech/creative industries
• Experience using and monitoring a ticketing system, adhering to variable SLAsExperience in creative environments supporting Adobe CC, and audio/post production
• Experience supporting MacOS and associated imaging technologies, BASH scripting a plus
• Experience supporting Windows 10, Command Line / PowerShell a plus
• Experience with Google G-Suite administrationIntermediate understanding of TCP/IP protocols; LAN configuration a plus
• Intermediate understanding of change management and IT security principals
• Basic understanding of project managementAvailable to assist with after hours support for urgent requests
• Intermediate understanding of wired and wireless networking technologies (Cisco Meraki a plus)
• Experience supporting collaboration and video conference systems (Cisco WebEx a plus)

How to get started:

If you’re excited by the idea of seeing yourself in this role at Headspace, please apply with your CV and a cover letter that best expresses your interest and unique qualifications.