This position will be responsible for assisting users in EIS Latvia office, with helpdesk-related issues. In addition, assistance may be required at times for global employees. This person will be responsible for developing support procedures, documentation for employees, and processing on-boarding and off-boarding related tasks such as account creations, laptop configuration, and removals. This person will also be responsible for conducting onboarding calls for new employees, walking them through our various systems, and answering any technical questions. Experience with Slack would be a plus, taking on basic admin level responsibilities and designing some pre-built automation workflows in Slack. 

80% : Helpdesk Support

• Work on initial troubleshooting for basic network issues and IT issues - escalate to senior teams when required.
• Assist the ops team with basic support needs as required.
• Experience as an administrator for various cloud applications a plus (Google Workplace, Slack, Atlassian products, and others)
• macOS and Windows familiarity for troubleshooting purposes
• Basic Active Directory experience is required, advanced skills is a plus
• Provision new equipment
• Manage inventory and request new equipment purchases when necessary
• Work with local vendors on equipment procurement
• Retrieve equipment from users, wipe devices, and repurpose them for new employees.
• Troubleshoot hardware and software issues
• Responsible for tracking and updating all asset information in the enterprise asset management system
  
  20% : Documentation
• Build documentation around support procedures
• Build out a self service wiki page for employees to reference for common issues and questions

Critical Competencies

• Accuracy and following procedures or creating new procedures
• Ability to work with partners and colleagues in a multicultural environment
• Strong critical thinking skills
• Working knowledge of IT infrastructure and solutions
• Basic networking knowledge (VPN, etc.)
• Experience supporting users in a mixed OS environment
• Strong experience with Windows and macOS management

Technical Skills

• Basic shell scripting is a plus
• VMWare and/or Horizon experience a plus
• Experience with Google Workplace, Slack, and Atlassian products is a plus.
• Active Directory experience is a plus
• Jamf experience a plus
• Teamviewer or other remote tools a plus
• Snipe-IT or other asset management software applications a plus
  
  Education and Experience Requirements
• Bachelor’s Degree or equivalent experience in helpdesk administration is a minimum.
• Any other IT or network certifications (e.g Network+)
• 1+ years in the IT industry
• Intermediate (both verbal and written) english level.