Service Desk Administrator II (Onsite- Denver, CO)

Hi, we’re SambaSafety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community. 

We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it; we’ve been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid Top Rating on Glassdoor.

As a Service Desk Administrator, you will be a self-starter who consistently demonstrates initiative and drive, provides exceptional support for macOS and Windows 11 systems, reviews/manages/resolves internal customer issues onsite and for remote workers across the US and internationally logged as tickets in Atlassian Jira Service Management. You will relentlessly support our Denver, Colorado DTC site and executives by working onsite daily with focus on internal collaboration, A/V Microsoft Teams conference rooms used for Executive meetings, Company All Hands meeting production, networking, and printers. You will update IT processes and knowledge base articles in Atlassian Confluence with common corrections to issues logged as tickets in Atlassian Jira Service Management, deploy/manage/automate end-user macOS and Windows 11 systems, define and implement IT changes, simplify the environment to increase reliability and reduce support burden, work with and elevate the broader IT team. You will thrive in a fast-paced environment, able to prioritize critical tasks and projects while balancing Denver site support with global IT support for internal customers via Atlassian Jira Service Management ticketing.

Responsibilities:

• →Support local Denver, Colorado DTC site executives, hardware, macOS and Windows 11 systems, audio and visual conferencing for Teams meetings, software, and inventory activities in our corporate offices and in support of our remote workers
• →Accountability for ensuring that IT internal customer issues logged as tickets in Atlassian Jira Service Management are attended to within agreed SLAs, following defined standards for response, with open-to-close ownership, and creating/updating knowledge base articles
• →Build, manage, and support end-user macOS, Windows 11, macOS Parallels VMs, and AWS workspace systems
• →Troubleshoot, resolve, and update productivity software, security platforms, collaboration tools, and network connectivity related to end-user workstations
• →Deploy and refresh end-user workstations and peripherals to new hires and IT internal customers, both local and remote
• →Leverage and optimize mobile device provisioning software for automation, security, patching, and updates
• →Manage and update accounts in Okta, O365 Teams/security/distribution groups, corporate access, and application provisioning for internal customers

• On-site support for local Executives and Company All Hands production
• Curiosity and possess a tenacity for learning
• Experience maintaining and updating onsite hardware and software systems, including Teams rooms for conferencing, site networking, and printers
• At least 3 years of providing IT support in an enterprise environment with exceptional customer support
• Associate Degree in Computer Science or other related field/technical school or equivalent work experience
• Experience managing Office 365, Active Directory and Azure Active Directory, Okta, macOS Tahoe or newer, Windows 11, and AWS workspaces
• Thorough understanding of hardware, software, wired/wireless/internet networking, remote access and VPN, endpoint security, and peripherals in both macOS and Windows 11 environments
• Microsoft/Networking/Security/AWS Certifications desired, with mobile device management platform experience preferred (Iru/Kandji/NinjaRMM/Intune)