Senior Helpdesk Technician, IT

Agility’s commercially deployed humanoids operate alongside teams in warehouses, manufacturing facilities, and distribution centers—tackling physically demanding and repetitive tasks while enabling workers to focus on higher-value work. With industry-leading safety standards and years of proven deployment data, we're pioneering a new era of automation that enhances human potential.

The IT team has the twin responsibilities of making the technology that every Agility Robotics uses as effective and frictionless as possible while also optimizing the performance of our corporate technology stack. We do that by promoting secure, repeatable processes, supporting data wherever it lives, and delivering self‑service solutions whenever possible.

Everyone at Agility Robotics is a stakeholder and a partner. IT has a diverse range of functions, including incident response, laptop support, office networking, audio/visual administration, SaaS application integration, new hire orientation, and end‑user training.

• Collaborate with the rest of the IT to manage inbound support requests and incidents, and resolve them according to our service level agreements.
• Provide superior customer support in-person, in our ticketing system, and via Slack/email.
• Provide the skills for our employees to effectively use our corporate tools and become IT advocates.
• Support the smooth onboarding of new hires and manage the full employee IT lifecycle.
• Setup, maintain, and strengthen the in‑office LAN, WiFi, audio‑visual, conferencing, and computing systems.
• Identify trends in request tickets and help build automation and process improvements to make the system work better over time and intelligently reduce risk.
• Secure configuration and access management of our operational production endpoints in AWS, Git Hub, Google Cloud, G Suite, Okta, and other systems of record.
• Participate in weekly sprints and IT projects, both as a contributor and as a leader.
• This role is located in Salem. You must work in our Salem office for direct end‑user support.

• Experience with our IT tools and platforms of choice,
  • Operating systems including macOS, Ubuntu, and Windows 11
  • SaaS platforms including Okta, Git Hub, Slack, Google Workspace, Jamf, Zoom, and Jira/Jira Service Management.
• Experience in a multi‑input, fast‑paced IT support organization that prioritizes customer service, security, and innovation.
• The ability to thrive as a regional operator as part of a geographically diverse team.
• Comfortable working in spoken and written English.
• A love for problem solving, and a commitment to frictionless risk reduction. You dig into the root causes of issues, think outside the box, and strive for “secure by default” whenever possible.
• Experience maintaining and troubleshooting common small office networking products.
• Familiarity with Agile frameworks to keep projects on track and delivered at velocity.

In addition to our core values, which are not unique to this position and are necessary for Agility Robotics employees:

• We value high‑performing creative individuals who dig into problems and opportunities
• We strongly believe everyone should be treated with respect and dignity while performing the duties and responsibilities of their position
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company
• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply

This is an onsite position at our Salem office.

Anticipated Base Salary Range

$63,000 — $81,000 USD

In addition to base pay, our competitive total rewards package consists of the following for full‑time employees:

• 401(k) Plan: Includes a 6% company match.
• Equity: Company stock options.
• Insurance Coverage: 100% company‑paid medical, dental, vision, and short/long‑term disability insurance for employees.
• Benefit
  
  Start Date:
  
  Eligible for benefits on your first day of employment.
• Well‑Being Support: Employee Assistance Program (EAP).
• Time Off:
  • Exempt Employees: Flexible, unlimited PTO and 10 company…