Meet MacStadium. We build cloud solutions to simplify Mac for business. We actively participate in and influence the Apple ecosystem in a cool way and have been a part of it since day one. Developers and end users at leading tech companies, big enterprises, and small teams rely on

MacStadium’s innovative solutions every day. We have a passionate team of hard working, hard playing professionals with a big, shared vision. Come join us as we grow again!

Who we're looking for:

We are looking for a full time Service Desk Analyst to join our Service Center team. This customer facing role provides outstanding service to our customers by answering any questions about their existing products and services; and, troubleshoot any hardware, software, and network issues. To be successful in this position, you must possess strong interpersonal and negotiation skills, be an excellent communicator, and be able to de-escalate intensified issues.

This position is remote; however, must be located in Las Vegas, NV. The shift for this role is 9am-5pm Pacific Time, Monday through Friday with occasional weekend and / or weeknight work.

What you will be doing:

• Respond to customer’s needs or inquiries via phone, email, live chat, and tickets
• Provide technical assistance to customers by diagnosing the issues regarding any hardware, software, or network malfunction
• Communicates recurring problems to the engineering team and management and shares solutions or best practices in resolving the issues
• Creates and/or updates documentation with any changes to processes and procedures
• Maintains an accurate record of customer accounts and notates customers interactions with details
• Uses knowledge of MacStadium’s product and services to answer inquiries and provide recommendations
• Applies knowledge of operating systems, hardware, software, and procedures to solve problems
• Assists departments with audits and other requires tasks
• Perform other tasks as assigned
• Coordinate with the data center and engineering teams in real-time to troubleshoot customer issues

What skills and experience you need to have:

• 1-3 years of customer service, technical support, IT, or other technical experience
• Associate degree in Computer Science or related field, certifications, or equivalent experience
• Familiarity with MacOS and Mac products a plus
• Experience with help desk software and/or remote support tools
• Ability to work with multiple tools and resources simultaneously at any given time

Physical demands and requirements:

The position operates in a professional office environment and physical requirements include but are not limited to:

• Prolonged sitting at a desk and working on a computer
• Require the use of hands to finger when using hardware
• Frequent sitting, standing, and walking
• Able to handle frequent interruptions
• Must be able to lift up to 20 pounds at times

Competencies

• Interpersonal skills
• Empathy, composure and patience
• Excellent verbal and written communication
• Analytical and problem-solving skills
• Time Management and Prioritization
• Results oriented

What you will get:

Day one benefits. Coverage starts on day one. We offer competitive medical insurance, health and dependent care spending accounts, health savings account, disability insurance, and company paid and voluntary life insurance. 

Balanced life. We offer employees generous paid time-off policies, parental leave, holiday schedule, and a flexible work environment; MacStadium understands life also happens outside of work. Did we mention free company swag?

Solid future. Beyond competitive salary and 401(k) matching, MacStadium offers continuing education, professional development, and wellness reimbursements.

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MacStadium has a defined Information Security Policy and all employees are required to adhere to this policy and sign an acknowledgment and receipt of this policy upon hire.

MacStadium has a defined COVID policy and all employees are required to adhere to this policy and sign an acknowledgment and receipt of this policy upon hire.

All offers of employment are conditioned upon successful completion of a background screening process and all employees must comply with the immigration rules and laws in the jurisdiction in which he/she/they will provide MacStadium services.

MacStadium is an Equal Opportunity Employer. All applicants are considered without regard to race, color, ancestry, national origin, gender/gender identity, sexual orientation, marital and family status, religion and religious belief, age, disability, results of genetic information, and service in the military.

No agencies please.