Helpdesk Administrator

Reports to:
Manager, IT Operations

Location:
Remote US

Compensation Range: $60,000 to $70,000 base plus bonus and equity - This position is eligible for overtime pay

Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.

Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC).

As a result, our platform is never disconnected from the experts who manage it, ensuring our customers’ protection.

Huntress now secures more than 5M+ endpoints and 15M+ identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.

Huntress is seeking a Helpdesk Administrator to join our IT team! You’ll join an elite team of administrators who are critical in supporting our internal IT environment by being the primary point of contact for our employees facing technical issues. As a 24x7 global company, you’ll have the opportunity to provide world-class service to teammates across five countries. You will diagnose and resolve both hardware and software problems utilizing an array of different remote support tools while also maintaining proper IT documentation and ensuring optimal system performance.

The ideal candidate possesses excellent communication skills and is well-versed in IT basics. To be successful in this role, you must also be a self-starter and be able to work independently as well as part of a team.

• Utilize remote support tools to diagnose, troubleshoot, and resolve technical issues faced by employees
• Monitor, respond to, and manage helpdesk tickets to ensure the timely resolution of issues
• Address and resolve hardware malfunctions and software issues, ensuring minimal downtime for employees
• Assess employee issues and properly elevate tickets as needed
• Maintain and update IT documentation, including end-user guides, troubleshooting guides, and system documentation
• Work closely with other IT team members on complex issues, projects, or IT initiatives
• Be an active team member by sharing knowledge and contributing to team discussions
• Keep track of IT assets, software licenses, and equipment warranties. Recommend replacements or upgrades as necessary
• Adhere to established security policies and procedures, ensuring all actions align with best practices. Remain vigilant to potential security risks, reinforcing the importance of security measures within the scope of helpdesk operations

• Preference will be given to candidates in Hawaii who are willing to work 10 pm - 7 pm, as you’ll be providing IT support for our Australian employees
• Will also consider candidates in the Pacific time zone that are willing to work 2 pm - 11 pm
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently
• Solid understanding of security best practices for corporate environments
• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical individuals
• Effective time management and organizational skills, with…