Sr. Help Desk Support Specialist

Job Title: Senior Helpdesk Support Specialist

Location: Onsite in Jeremy Ranch, Park City, UT

About Powered by MRP

Powered by MRP is building the first end-to-end marketplace providing the world’s largest selection of new and pre-owned aesthetic equipment, supplies, and managed services from the industry’s top companies. Our cutting-edge technology-driven marketplace helps clinicians generate new revenue, lower upfront equipment and ongoing supply costs.

MRP is at an exciting inflection point, having just completed a round of growth funding. Our passionate founders, who bootstrapped the business for nine years, still control and lead the business by adding two top-tier growth equity partners to help scale the MRP vision into reality. NOW is the time to join the MRP team!

We are looking for a skilled IT Helpdesk Support Specialist to join our team and provide technical hands-on support to our internal team members and be involved in projects that will enhance our IT processes.

At MRP you’ll work where the start-up feel meets the security of an established company with strong product market fit. Our culture values grit, teamwork, accountability, trust, and recognition. If these values resonate with you, read on!

About the Job

The primary responsibility of this position is to manage day-to-day help desk support, IT asset tracking, and managing Managed Service Providers and Vendors. The Helpdesk Support Specialist will be responsible for providing technical assistance and resolving issues for our internal staff and external clients.

Additionally, this role will have the opportunity to lead IT projects such as building of intranet sites using SharePoint and migrating business tools from Google Suite to MS265. You’ll also be involved in building integrations between systems using APIs.

This is a wonderful opportunity to build and implement solutions and processes which will create a foundation for future IT framework and infrastructure. As such we’re looking for a self-starter who loves to learn new technologies and will thrive in a rapidly evolving work environment.

Key Responsibilities:

• Administer and maintain Microsoft 365 tenant settings, including user accounts, groups, and licenses.
• Respond to helpdesk tickets, emails, and phone calls in a timely and courteous manner.
• Troubleshoot and resolve hardware, software, and network issues for end users.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Manage Business Phone System (RingCentral) and IVR configuration.
• Manage and deploy best practices for user account management, password resets, and access control.
• Collaborate with team members to escalate and resolve complex technical issues.
• Configure and optimize security settings, including conditional access policies and data loss prevention (DLP) policies.
• Collaborate with business stakeholders to code, implement and support various productivity applications.
• Document procedures, configurations, and troubleshooting steps for knowledge sharing.
• Support a phone call heavy inside sales team on technical systems like CRM and Business Phone systems, IVR.
• Manage MSP (Managed Service Providers).
• Research and run POCs for Automation and new technologies and solutions.
• Research on various integrations and APIs to ensure seamless communication between different technologies.
• Oversee the migration from Google Suite to MS365 and management of SharePoint sites.

Qualifications:

• 5 or more years of experience in a Helpdesk Support role.
• Proven experience in a technical support role, preferably in a helpdesk environment.
• Strong experience of Windows and macOS operating systems.
• Strong experience with MS365 Suite, SharePoint and related applications.
• Experience with Supporting telephone and IVR operations and configuration (preferably Ring Central).
• Jira Administration experience.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a dynamic environment.

Nice to Haves:

• Experience migrating from Google Suite to MS365.
• Familiarity with SAP and Salesforce systems and related integrations.
• Basic understanding of IT security and networking.
• Automation in employee on-boarding and off-boarding activities.

Benefits:

We offer competitive compensation packages and a comprehensive benefits plan, including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K
• Healthcare FSA & Dependent Care FSA
• Paid Time Off & Paid Holidays
• Professional Growth and Development Opportunities

Education:

• Bachelor’s Degree in computer science or equivalent relevant experience