IT Helpdesk Engineer

About Monte Carlo
As businesses increasingly rely on data to power digital products and drive better decision-making, it's mission-critical that this data is accurate and reliable. Monte Carlo, the data reliability company, is the creator of the industry's first end-to-end Data Observability platform. Named an Inc. Best Workplace for 2024, a DBTA Readers Choice for Best Data Observability Solution for 2024, a G2 Best Product for 2023, and the "New Relic for data" by Forbes, we've raised $236M from Accel, ICONIQ Growth, GGV Capital, Redpoint Ventures, IVP, and Salesforce Ventures. Monte Carlo works with data-driven companies like Fox, Pepsico, Amazon, American Airlines, and other leading enterprises to help them achieve trust in data.
About the Role
As an IT Helpdesk Engineer, you will be the first line of support for our team's technical needs, delivering exceptional customer service and technical expertise to ensure smooth, efficient operation of our systems. You will troubleshoot, diagnose, and resolve technical issues across a range of software, hardware, and network systems. You'll also support our employees in managing their workstations and other IT tools, ensuring that they have what they need to perform effectively.
Here's what you'll be doing:

• Troubleshoot and resolve technical issues for team members, managing issues through to resolution. This includes support for software, hardware, and network inquiries.
• Track and manage IT equipment inventory, ensuring all hardware and software is accounted for and up to date. This includes provisioning/deprovisioning as needed.
• Manage onboarding and offboarding processes for new hires and exiting employees, including configuring laptops, accounts, and permissions.
• Work with other IT and security teams to escalate and resolve more complex issues, ensuring timely and effective support for all users.
• Document solutions to common issues and contribute to knowledge base resources to improve support efficiency. Identify areas for process improvement in helpdesk operations and propose solutions.

We're excited about you because you have:

• 2+ years of experience in an IT support or helpdesk role, with experience in supporting remote teams preferred.
• Strong knowledge of macOS, and mobile operating systems, as well as proficiency in troubleshooting hardware and software issues.
• Strong interpersonal and communication skills, with a focus on delivering exceptional customer service to all team members.
• Analytical mindset with the ability to diagnose and resolve technical issues efficiently. Able to think critically to solve problems independently and in collaboration with others.
• Proven ability to manage multiple support requests simultaneously and maintain detailed records of IT assets and activities.

#LI-REMOTE
#BI-REMOTE
Come As You Are
Equality is a core tenet of Monte Carlo's culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences.
Monte Carlo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We are proud to be recognized for our world-class employee experience:
Monte Carlo Named to American's Most Loved Workplace List 2024
Monte Carlo Named an Inc. Best Workplace for 2024
Monte Carlo Named A Top 20 ORG For Venture Capital Funded Companies, Spring 2024
Monte Carlo Named A Top 5 ORG in San Francisco, Spring 2024