IT Technical Support Analyst

Job Description

Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

The IT Technical Support Analyst is part of the Mailchimp Employee IT Services team, and all employees are our customers. The Employee IT Services Team helps ensure Mailchimp employees everywhere have a solid technology foundation to do great work.

We are looking for a service-oriented professional with strong communication skills and a technical understanding of IT in a Mac environment.

You will work in an open, casual environment for a rapidly growing software company, responding to and resolving requests from internal employees, setting up new computers and providing basic IT support.

Our ideal candidate will serve as the day-to-day tactical support to our end-users; support includes general troubleshooting of computers, hardware, and devices, applications and systems, printing, and network. We are looking for an enthusiastic and effective service-oriented individual, eager to serve our customer (Mailchimp employees).

What you’ll do:

• Respond to Tier 1 technical support issues and monitor the IT ticket queue.
• Work with your IT teammates to empower and support our diverse band of creative misfits (Mailchimp employees) wherever they happen to be.
• Troubleshoot computers, hardware, and devices.
• Troubleshoot applications and systems.
• Troubleshoot wired and wireless network connections on macOS.
• Help employees select and connect peripherals and accessories.
• Provide AV assistance, including guest networking, conference room equipment, and meeting support.
• Collaborate with more experienced team members to resolve more complex issues.
• Follow documented troubleshooting or process steps.

We’d love to hear from you if you:

• Beginning to intermediate knowledge of troubleshooting tools built in MacOS (i.e. Activity Monitor, Network Utility, Disk Utility, imaging, etc.)
• Have a basic understanding of troubleshooting methodology (including Cloud software).
• Beginner level of wired and wireless networking knowledge.
• Work within systems to document, track, and resolve a ticket.

Nice, but not required (still apply!), if you have:

• Professional experience within IT at a creative, software company and/ or corporate environment.
• Worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, Duo Security, 1Password, G Suite, Atlassian Product Suite (Confluence/Jira).
• Have the CompTIA A+ and/or CompTIA Network+ certifications.
• Have the Google IT Support Professional certificate.
• Supported an enterprise (multi-VLAN, 802.1X authenticated) network.
• Experience troubleshooting A/V equipment.

Mailchimp is a founder-owned and highly profitable company headquartered in the heart of Atlanta in the historic Ponce City Market , right on the Beltline . Our purpose is to empower the underdog, and our mission is to democratize cutting edge marketing technology for small business. We offer our employees an exceptional workplace , extremely competitive compensation, fully paid benefits (for employees and their families), and generous profit sharing . We hire humble , collaborative, and ambitious people, and give them endless opportunities to grow and succeed. If you'd like to be considered for this position, please apply below. We look forward to meeting you!

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.