IT Helpdesk Associate; Dallas

About Veho

Veho’s mission is to power the future of commerce by making shopping, shipping and returns seamless for everyone.

We are building a modern, end-to-end logistics infrastructure designed entirely for the ever-evolving needs of ecommerce brands and everyday consumers.

Powered by next-generation technology and a vertically integrated supply chain, Veho gives brands and their customers unprecedented control over their deliveries and removes the pain from the ecommerce post-purchase experience. We make delivery the ‘extension of the brand’ and leverage it to create deeper loyalty and trust between brands and their customers, driving customer retention and lifetime value. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.

To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.

About the Role

Veho’s IT department is seeking an IT Helpdesk Associate who will report directly to the IT Helpdesk Supervisor. The IT Helpdesk Associate is responsible for overseeing Veho’s remote employee infrastructure, software and account management for equipment, asset management, software and license management, and general day-to-day help desk requests. The ideal candidate should have experience supporting both Mac OS and Windows users.

The role will be responsible for tackling small to medium projects that may take longer than a few days to solve. There will also be a need to be onsite at the Dallas warehouse, when additional hands up support is needed for high volume and peak season. . The role requires the ability to roll up your sleeves and dive into technical and logistical challenges.

This role also provides on-site support at the Dallas warehouse as needed.

Key Responsibilities

• Own Tier 1 triaging, including service requests and incidents, and respond to and close all within SLA.
• Assist as needed at the Dallas warehouse with scanner processing, shipping, and other support as required during peak season.
• Determine root cause of issues and communicate appropriately to internal and external customers. Appropriately manage, coordinate, and elevate urgent and complicated support issues to Tier 2 and 3 support.
• Maintain and streamline identity access management. Own the onboarding and offboarding workflows for all employees and contractors.
• You are able to use AI solutions to automate and drive efficiencies within the helpdesk.
• Create and maintain documentation and IT policies.
• Monitor performance and maintain systems managed by IT.
• Maintain and update accurate information across several systems including inventory records, knowledge base, and ticketing system.
• This role requires participation in an off-hours, bi-weekly, on call rotation

What You Bring

• Education:
  
  Bachelor’s degree in related fields such as Information Technology, Management Information Systems, Computer Science, or similar fields. Equivalent years of experience without a degree are considered.
• 3+ years of relevant education and/or work experience.
• Experience administering SaaS tools such as Okta, Kandji/Intune, Google Workspace, and Slack; proficiency with modern ticketing systems (Jira, Fresh service, etc.); and a track record of consistently documenting your work.
• You are a fixer. Even if the problem is not clear and obvious, you work independently to help the end user come to a resolution.
• You are a builder. You understand that processes and constantly changing and you…