Hybrid IT Support Engineer (Apple & SaaS)

Stripe; San Francisco (CA); Hybrid; USD 107,000 - 161,000; Full time

Benefits offered by this job

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe is seeking a Tier 1 IT HelpDesk Engineer to join the AMER CorpTech Services team to provide in-person, thoughtful and individualized support for all Stripes. You will work in a fast-paced environment, responding to queries, running diagnostics, and setting up desks and peripherals for employees and contingent workers.

Strong knowledge of Apple systems, Google Workspace, Slack, Zoom, JIRA, Confluence, and scripting is required.

Qualifications

• 2+ years IT HelpDesk experience
• Strong working knowledge of Apple systems and software
• Strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers
• Strong working knowledge of Atlassian systems (JIRA and Confluence)
• Understanding of script execution and troubleshooting (e.g.: Ruby, Bash, Python)
• Working knowledge of imaging/endpoint management tools (DEP, FleetDM)
• Able to independently manage and prioritize workload and projects
• Outstanding interpersonal and communication skills
• Empathetic, humble, and customer-service oriented

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, email, Slack or ticketing system.
• Provide in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors.
• Walk customers through problem-solving processes and follow up to ensure issues have been resolved.
• Run diagnostic programs to resolve problems and troubleshoot IT scripts, systems, or automation.
• Support and maintain critical SaaS tools (Google Workspace, Slack, Zoom, JIRA, Confluence, etc.)
• Troubleshoot Stripe-provided hardware (macOS, Chrome OS, iOS, peripherals)
• Facilitate provisioning of Stripe laptops for new hire onboarding and fleet upgrades
• Assist with onboarding and training curriculum for new hires
• Update and maintain detailed external and internal IT documentation
• Onboard and support third-party vendors and/or contractors
• Contribute to shared global IT off-boarding tasks
• Maintain and provide technical assistance with all office technology (printers, Zoom Rooms, room schedulers, and more)
• Own IT asset management and ensure accurate records
• Promote best practices as established by IT and escalate to IT Systems/Infrastructure
• Create and update technology documentation for internal IT teams and Scale employees

Skills

IT HelpDesk

Apple systems

Google Workspace

Slack

Zoom

JIRA & Confluence

Scripting (Ruby, Bash, Python)

Imaging/Endpoint tools

Prioritization

Customer service

Tools

DEP

FleetDM

Job description

Stripe is seeking a Tier 1 IT HelpDesk Engineer to join the AMER CorpTech Services team to provide in-person, thoughtful and individualized support for all Stripes. You will work in a fast-paced environment, responding to queries, running diagnostics, and setting up desks and peripherals for employees and contingent workers.

Strong knowledge of Apple systems, Google Workspace, Slack, Zoom, JIRA, Confluence, and scripting is required.