IT Support Technician

Open Door Inc.; Miami (FL); Presencial; USD 60 000 - 85 000; Tempo integral

Resumo da oferta

Opendoor in Miami is seeking an IT Support Technician to serve as the frontline tech partner for local employees and visitors. You’ll handle new hire setups, hardware troubleshooting, and office AV, combining strong technical skills with a customer-first mindset.

You will troubleshoot core tools (Okta, JAMF, Google Workspace, Slack, Microsoft 365, VPN), manage devices, and support security and compliance while collaborating with IT Engineering, Security, and Workplace to improve the employee

Qualificações

• Hands-on IT support experience in a fast-growing tech company or high-volume environment.
• Experience with macOS and Windows endpoints.
• Familiarity with core productivity tools: Google Workspace and Microsoft 365.
• Experience with at least one MDM platform such as Jamf, Intune, or similar.
• Knowledge of identity and access management (Okta) and IT service management tools (Jira or similar).
• Excellent written and verbal communication; customer-obsessed mindset.

Responsabilidades

• Provide hands-on IT support for laptops, mobile devices, and peripherals.
• Troubleshoot core tools (Okta, JAMF, Google Workspace, Slack, Microsoft 365, VPN, printers).
• Provide in-office network support and assist IT Engineering with configuration.
• Own ticket lifecycle in the ticketing system and ensure SLA adherence.
• Deliver in-person and remote support via chat, email, and video.
• Prepare and provision devices for new hires.
• Support onboarding set up and account access verification.
• Coordinate with Workplace/Facilities on moves and space changes.
• Enroll and manage devices via device management tooling to meet security baselines.
• Maintain asset inventory and support vendor repair workflows.
• Support security/compliance through MFA resets and access requests.
• Collaborate on cross-functional projects to improve employee tech experience.
• Document troubleshooting steps for knowledge base.

Conhecimentos

Mac/Windows support

Google Workspace

Microsoft 365

VPN & network basics

Jamf/Intune

Okta identity management

Jira or ITSM

Audio/Video systems

Customer-focused support

Strong communication

Ferramentas

Jamf

Intune

NinjaOne

Okta

Jira

Zoom Rooms/Teams Rooms

Descrição da oferta de emprego

About Opendoor

At Opendoor our mission is to tilt the world in favor of homeowners and those who aim to become one. Homeownership matters. It's how people build wealth, stability, and community. It's how families put down roots, how neighborhoods strengthen, how the future gets built. We're building the modern system of homeownership giving people the freedom to buy and sell on their own terms. We've built an end-to-end online experience that has already helped thousands of people and we're just getting started.

About The Role

The IT Support team delivers technical support and office technology services to all Opendoor personnel. We support end user devices (primarily Mac, with some Windows) and core productivity tools, own day to day troubleshooting for hardware, software and account access, and partner closely with Operations, People, Finance, Security and Engineering to keep our offices running smoothly. As an IT Support Technician, you'll be one of the on-the-ground IT partners for our Toronto office. You'll be the go-to technical resource for local employees and visitors. You'll handle everything from new hire setups and hardware troubleshooting to office audio and video support, combining strong technical skills with a customer-obsessed mindset and excellent communication.

What You'll Do

End User Support

• Provide hands-on support for laptops (Mac and Windows), mobile devices, and peripherals (monitors, docks, keyboards, headsets). Diagnosing and resolving issues efficiently with minimal disruption to the employee.
• Troubleshoot and resolve issues with core tools such as Okta, JAMF, Google Workspace, Slack, Microsoft 365, VPN, printers, and other business applications.
• Provide in-office network support and partner with IT Engineering on network setup, configuration, and troubleshooting activities.
• Own ticket lifecycle in our ticketing system (Linear or equivalent): triage, troubleshoot, escalat, and close within SLA.
• Deliver in-person walk-up support in the office and remote support via chat, email, and video.

Onboarding & Offboarding

• Prepare and provision devices for new hires including imaging, device enrollment, user profiles, application access so employees are ready to work on day one.
• Support employee onboarding set up: hardware handoff, account access verification, and walkthrough of core tools.
• Collect, wipe, and reassign or return devices for transfers, leaves, and terminations, in line with security and data handling standards.

Office Support

• Set up and maintain conference room audio and video equipment including cameras, microphones, displays, and room controllers across Zoom, Teams, and Google Meet room configurations.
• Support onsite events (all-hands, training, visitors) with reliable audio and video and network experience.
• Coordinate with Workplace and Facilities on office moves, seating changes, and new space build-outs (e.g., drops, cabling, labeling).

Endpoint & Asset Management

• Enroll and manage devices via our device management tooling to ensure devices meet baseline standards for operating systems versions, security agents, disk encryption and other configurations (e.g., Jamf, Intune, or similar).
• Maintain complete and accurate asset inventory for Opendoor laptops, monitors, mobile devices, and peripherals.
• Support vendor repair workflows and hardware lifecycle management including deployments, refreshes, returns.

Security & Compliance

• Follow identity and access management best practices using Okta and internal tools to ensure employees have appropriate access.
• Support multi-factor authentication resets, account lockouts, and basic access requests in line with IT and Security policies.
• Build monitoring and detections that enforces security standards on endpoints - disk encryption, screen lock, operating system versions, secure device handling.

Collaboration & Continuous Improvement

• Partner with IT Engineering, Security, and Workplace on cross-functional initiatives that improve the employee technology experience.
• Document troubleshooting steps, how-tos, and FAQs for internal knowledge base and employee self-service content.
• Identify recurring issues and propose improvements to tooling, automation, and processes.
• Contribute to on-call and coverage rotations as needed within agreed schedules and time zones.

Collaboration & Continuous Improvement (5-10 hours/week)

• Serving as the primary point of contact for external guests, ensuring a welcoming and professional visitor experience
• Managing incoming and outgoing mail and package distribution
• Coordinating with onsite vendors to support day-to-day office operations
• Maintaining office pantry and snack inventory to ensure a well-stocked workplace
• Coordinating monthly catering logistics for office events and meetings
• Partnering with the Executive Operations team to support employee engagement initiatives and programming
• Supporting Day 1 onboarding logistics to ensure a smooth new-hire experience

What You'll Need

• Hands-on IT support experience in a fast-growing tech company or high-volume environment - experience supporting hybrid offices across multiple locations and time zones is a plus.
• Strong troubleshooting skills across macOS and Windows endpoints, core productivity tools (Google Workspace and/or Microsoft 365, Slack/Teams, Zoom), networking basics including VPN and Wi-Fi.
• Experience with at least one mobile device management platform such as Jamf, Intune, NinjaOne, or similar.
• Familiarity with identity and access management tools - Okta or comparable solution.
• Experience with IT service management tools such as Jira or similar.
• Experience with audio and video platforms including Zoom Rooms, Teams Rooms and associated hardware.
• Excellent written and verbal communication skills; able to explain technical issues in simple, friendly language.
• Customer-obsessed mindset with a track record of strong service satisfaction scores or similar service metrics.
• Ability to lift and move equipment as needed, typically up to ~40 lbs.

Location

We're looking for team members who are enthusiastic about an in-office culture - people who want to build alongside others and not from a distance. This role is based in one of our talent hubs where we welcome everyone 5 days a week with the requirement of Mo, Tu, Th, Fri.

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