Specialist, Helpdesk

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off 
• Equity in a rapidly growing startup backed by top-tier VCs
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

Role Overview:

This position is based in Denver, CO with a hybrid schedule. However, we are open to considering remote arrangements on a case-by-case basis for candidates outside the local area.

As a Specialist, Helpdesk, you provide technical support and assistance to internal teams, ensuring that their technology needs are met efficiently and effectively. You troubleshoot issues related to hardware, software, and network systems, resolving problems to minimize downtime and ensure smooth operations. You excel at identifying and resolving technical issues quickly, while providing excellent customer service. By managing helpdesk tickets, escalating issues when necessary, and providing guidance to end users, you play a key role in maintaining the company’s IT infrastructure and ensuring optimal performance.

Our team is passionate, empathetic, hardworking, and laser-focused on improving the lives of our service professionals (our Pros). Our success is their success.

What you do each day:

• Provide first-level technical support to end users for hardware, software, and network-related issues
• Prioritize helpdesk tickets, ensuring timely resolution of technical problems
• Troubleshoot and resolve IT issues remotely or in-person, escalating complex problems to the appropriate teams as necessary
• Set up, configure, and maintain desktop computers, laptops, and peripheral devices
• Assist in the deployment of software updates, patches, and new systems, ensuring minimal disruption to end users
• Provide support for office productivity tools, including email, collaboration software, and mobile devices
• Document technical issues, solutions, and best practices to build a knowledge base for future troubleshooting
• Assist in onboarding new employees, setting up accounts, and ensuring they have access to necessary IT resource
• Work closely with other IT team members to ensure the overall stability and performance of the company’s IT systems
• Ensure that all IT operations comply with company policies, security standards, and best practices

Qualifications:

• 1+ years of experience in IT support, helpdesk, or a similar role
• Strong knowledge of troubleshooting hardware, software, and network issues
• Experience with helpdesk ticketing systems and support tools (i.e., Jira, ServiceNow, Zendesk)
• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience required
• Familiarity with Windows, macOS, and mobile operating systems
• Experience using AI tools to increase quality and efficiency of work

What will help you succeed:

• Excellent problem-solving skills with the ability to resolve technical issues quickly and efficiently
• Strong customer service orientation, with the ability to communicate technical information clearly to non-technical users
• Attention to detail and organizational skills, with a focus on managing multiple tasks and priorities
• Ability to work independently and collaboratively in a fast-paced environment
• Proactive approach to identifying and resolving technical issues before they escalate

Location Dependent Information

This role is open to candidates and the expected salary range for this role is $57,500-$71,500. The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

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