IT Support Junior Technician

We are seeking an eager and motivated Junior IT Support Technician to join our dynamic IT team at Arcadia, a company at the forefront of combating the climate crisis through innovative energy technology. As the first point of contact for technical assistance, you will be instrumental in ensuring the smooth operation of our IT infrastructure for a global workforce. This fast-paced, shift-based role (24x5) requires a proactive individual who can manage a diverse range of support tasks, from intricate hardware troubleshooting to seamless access management. You will leverage modern tools, including AI and Jira, to optimize your workflow, expedite ticket resolutions, and deliver an exceptional support experience.

Key Responsibilities:

• Technical Troubleshooting: Provide comprehensive support for both macOS and Windows operating systems. Manage the complete ticket lifecycle, from initial assignment to final resolution, including hardware diagnostics, software deployment, and advanced system troubleshooting.
• Access Management: Execute daily onboarding and offboarding processes, ensuring users have appropriate access to critical internal systems and SaaS platforms such as Google Workspace, Slack, and more.
• AI-Enabled Problem Solving: Integrate AI tools into your daily routine to research technical solutions, generate clear user documentation, and enhance the efficiency and accuracy of ticket resolution.
• Jira Ticket Management: Efficiently manage your ticket queue within Jira Service Desk. While you will independently handle standard requests, you will collaborate with Senior technicians for complex Jira project customizations.
• Process Adherence: Follow established automated workflows to maintain accurate IT data and update Asset Management boards.
• Global Infrastructure Support: Assist the broader IT team in maintaining office technology and internal infrastructure across Arcadia's global locations.
• Professional Development: Actively seek opportunities to learn from Senior technicians, growing your expertise in advanced troubleshooting, Jira administration, and workflow automation.

Qualifications:

• 1-3 years of experience in an IT Helpdesk or technical support environment.
• Solid foundational knowledge of macOS and Windows troubleshooting.
• Familiarity with user account management in tools like Google Workspace, Slack, or Zoom.
• A strong aptitude and enthusiasm for utilizing AI tools to solve problems and improve daily efficiency.
• A proactive, can-do attitude with the ability to manage a high volume of diverse tickets and recognize when to escalate complex issues.
• Flexibility to work in a shift-based environment supporting our 24x5 global operations.
• Excellent communication and interpersonal skills for supporting users with varying technical backgrounds.

What We Offer:

• Competitive compensation aligned with market standards.
• A remote-first work environment with optional access to city-center office spaces.
• Comprehensive Health & Wellness benefits, including medical insurance for family members and a flexible benefit plan.
• The opportunity to make a significant impact at a company valued at $1.5 billion, contributing to the development of a sustainable energy future.