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Senior Service Desk Specialist

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LiveRamp

2mo ago

Applications are closed

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
  • $80K - $95K
  • San Francisco

Requirements

  • An insatiable need to help people and feel the satisfaction of delighting your customers
  • Incredible patience and empathy when helping people who may be less technologically savvy
  • A deep appreciation for how important it is to support an Executive team in such a way that their interaction with technology is seamless and worry-free
  • At least 5 years’ experience working in IT, with at least 3 of those years being in desktop support
  • The need to keep busy, constantly looking for ways to contribute to the productivity of the wider team
  • Stellar communication skills, which enable you to take complex matters and explain them in a way that anyone can understand, without condescension or judgment
  • A love of technology and a curiosity that drives you to always look for new and exciting ways to use it in making work easier and more effective
  • Significant experience in building and supporting Macs, which comprise 80% of our desktop fleet
  • Experience building and supporting Windows desktop
  • Experience as a system administrator for an ITSM system, preferably FreshService or Jira Service Management
  • Experience with Google gSuite, and Microsoft Office
  • Familiarity with the following tools:
  • Jamf, Workspace One, or MS Intune Administration
  • Crowdstrike, Netskope and other security tools
  • asset management software
  • Experience with hardware procurement, with vendor management experience a bonus
  • An ISO, ITIL or other certification(s) or a strong desire to obtain them

Responsibilities

  • Executive Support: work directly with our C-Suite and their support teams to ensure that their requests are responded to with rapidity and professionalism
  • Customer Support: provide in-person and remote support with empathy, understanding and care, leaving our customers feeling delighted by every interaction with you
  • Endpoint Management:
  • perform physical tasks, builds, conference room support and other duties for laptops, printers, servers, video conferencing, iPad and network hardware
  • maintain an inventory of hardware and software assets
  • Tier 1 - 4 Support: respond to support requests that are made through our ticketing system, troubleshooting and resolving issues across a wide variety of platforms, through clear, concise, jargon-free communication with the requestor
  • Optimize & Innovate: continuously look for opportunities to improve processes, automate work and improve our employees’ experiences
  • System Administration: serve as the system administrator for one or more applications, maintaining, monitoring, securing, supporting and enhancing the application
  • Educate: provide proactive guidance, direction and training to users, helping them become self-reliant and proficient on their toolsets

FAQs

What is the main responsibility of a Senior Service Desk Specialist?

The main responsibility of a Senior Service Desk Specialist is to provide executive support, customer support, endpoint management, tier 1-4 support, system administration, and proactive guidance and training to users.

Is this role remote or on-site?

This role requires that you be onsite in our San Francisco office 5 days per week.

What qualifications and experience are required for this role?

Qualifications and experience required for this role include at least 5 years of experience working in IT, with at least 3 years in desktop support, strong communication skills, experience with Mac and Windows desktop support, familiarity with ITSM systems and tools, and experience with hardware procurement.

What benefits does LiveRamp offer to employees in this role?

LiveRamp offers a comprehensive benefits package including medical, dental, vision, life and disability insurance, flexible paid time off, options for working from home, paid parental leave, 401K matching, perks programs, and a RampRemote program to assist in setting up a home office.

LiveRamp

Collaborating with the world's most innovative companies to build enduring brand and business value

Marketing & Advertising
Industry
5001-10,000
Employees
2011
Founded Year

Mission & Purpose

LiveRamp is the data collaboration platform for the world’s most innovative companies. A leader in consumer privacy, data ethics, and foundational identity, LiveRamp sets the new standard for building a connected customer view with unmatched clarity and context while protecting brand and consumer trust. LiveRamp provides the flexibility to collaborate wherever data lives to support various data collaboration use cases - within organizations, between brands, and across its global network. Hundreds of global innovators - from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders - rely on LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of first-party data while staying on the forefront of evolving compliance and privacy requirements.

Culture & Values

  • Above all, we do what’s right.

    We each have lofty career ambitions, but above all, we agree that our work is about helping our team and clients win, within the confines of what is legally and morally right. With this comes some simple maxims: we always view the world through the lens of our customers and do what’s best for them. We always prioritize what creates long-term value over our own personal ambitions. And we always operate within appropriate legal and moral guidelines.

  • We love our customers.

    Our customers are our reason for being. We seek to understand the world first through their eyes, recognizing that their success means our success. What does winning mean to our customers? What keeps them up at night? And how can we help? These are the essential questions we are maniacally focused on solving.

  • We say what we mean, and do what we say.

    We hold ourselves accountable for setting and achieving high goals. When we fall short, we take full responsibility, learn, and do better next time. Each of us is our own most vocal critic, yet one another’s most enthusiastic advocate—always reflecting on the thumb before pointing the finger.

  • We empower people.

    We believe that people perform best when given the power and freedom to do their jobs. The role of leadership is to set common goals and encourage people to work together to achieve them, not to micromanage. We respect the judgment of those closest to the work. We trust our people to do the right thing and avoid unnecessary rules and bureaucracy.

  • We respect people and respect time.

    We believe we have exceptional people—people that possess high character in addition to high intellect. We therefore have no tolerance for selfish, mean, or boorish behavior. Respecting people also means taking care of ourselves. We take time away from work to maintain our health and creativity. Wherever possible, we cut unnecessary bureaucracy, decision loops, and inefficient processes.

  • We get stuff done.

    We work in a dynamic industry and commit to getting things done—quickly. We prioritize progress over perfection: perfect is good, done is better. We also recognize that each of us brings a unique perspective and believe that moving quickly can't come at the expense of stifling diverse viewpoints. Yet once a decision is made, we agree to move forward without renegotiating the outcome. In short, we can disagree but must wholeheartedly commit.

Benefits

  • Flexible Paid Time Off

    We believe work is just one part of life. We encourage LiveRampers to take time off when they need to re-energize so they can ramp to their best selves.

  • Adjustable Work Schedule

    Whether at home or in an office, LiveRampers come to work ready to make an impact. They have flexibility to work when and where they need because they are empowered to get stuff done.

  • Growth Opportunities

    LiveRampers are empowered to live our values of committing to shared goals and operational excellence with support from mentors and talent enablement programs.

  • One Connected Team

    While we’re headquartered in downtown San Francisco, our teammates collaborate across the world, in Amsterdam, Boston, Little Rock, London, Nantong, New York, Paris, Philadelphia, Shanghai, Singapore, Sydney, Tokyo, and home offices across the globe.

  • Comprehensive Benefits

    We offer a complete wellness package: health insurance, dental and vision, mental health support, and fitness reimbursements, along with family leave, retirement savings plans, and more.

  • Remote Work Perks

    Our all-inclusive RAMP Remote program offers a generous home office stipend and ergonomic program to help LiveRampers do their best work from home.