IT Operations Specialist II

Job Description

What is it like to work at Avalara? Come find out! We are committed to the following success traits that embody our culture and how we work together to accomplish great things: Fun. Passion. Adaptability. Urgency. Simplicity. Curiosity. Humility. Ownership. Optimism.

We are building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make - every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there is an accompanying unique and nuanced tax compliance calculation.

We are seeking a highly motivated, experienced IT Operations Specialist to join our team!

About the Team:

The IT Operations Specialist II is a member of our Global Service Desk (GSD) team in IT. We support the hardware, applications, services, and technology that Avalara’s employees and contingent workers use to run the business. In this role you will be asked to support users of all levels. The GSD is the first line of IT support for the business across many areas including onboarding, break/fix, access requests, terminations, and much more. You will be asked to provide Tier II support, as well as provide mentorship for more junior technicians. You will partner closely with other IT teams, such as Client Engineering, Infrastructure and Security, to enforce established procedures and even develop/suggest new SOPs

Job Description Summary:

The IT Operations Specialist II coordinates, diagnoses, and troubleshoots internal employee issues with technology. They provide escalation based support services to employees with complex technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees working remotely. They provide timely resolution of problems or escalations on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. The IT Operations Specialist II is responsible for supporting end-user technologies for Avalara users as well as providing onsite support for our offices. The position supports all company standard systems, applications and software.

Description:

The IT Operations Specialist II coordinates, diagnoses, and troubleshoots internal employee issues with technology. They provide escalation based support services to employees with complex technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees working remotely. They provide timely resolution of problems or escalations on behalf of customers to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. IT Operations Specialist II is responsible for supporting end-user technologies for Avalara users as well as providing onsite support for our offices. The position supports all company standard systems, applications and software; including, but not limited to:

• Microsoft Windows 10
• Apple OSX
• Okta
• Slack
• Jira and Confluence
• Microsoft Office 365
• Anti-virus software
• Software VPN
• Mac and Windows laptops and workstations
• RingCentral VOIP Software
• Printers, MFP and Fax devices
• Polycom and Zoom Video Conferencing technologies

Job Duties:

• Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains Tier 1 techs in resolving problems and creates knowledge articles for internal and customer self-service use.
• Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves/relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops/desktops; manage hardware and software asset lists
• Ensures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service, ensures proper and accurate feedback on technical problems; and coordinates communication between user and other IT staff / groups;
• Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings
• Escalates advanced technical issues, identifies problems impacting Avalara end users, and works with system owners to resolve these issues
• Ensures conformance with established IT and company policies and procedures; drives improvements in workflow, procedures, and processes; and provides on-call escalation support for advanced issues

Qualifications (absolute must haves walking in the door)

• Bachelor's degree with 2+ years of help desk / service desk experience / advanced technical degree / equivalent work experience
• Good customer service, communication, and people skills
• Troubleshooting skills for windows/Mac based platforms, smart phones, and A/V equipment
• Willingness to learn, develop, and contribute in a fun, fast-paced environment
• Self-starter that brings both interpersonal skills and creative problem solving skills
• A+, Microsoft, or HDI certifications
• Demonstrated troubleshooting abilities for hardware / software issues on both Windows 10 and Mac OSX systems
• PowerShell scripting experience

Preferred Qualifications (great to have but not absolutely necessary)

• VMware ESXi/Horizon experience
• System administration or engineering experience
• Jira and Confluence experience
• Office365 administrative experience
• Knowledge of domain management applications or MDM technologies
• Demonstrated knowledge of networking and hardware standards
• Solid understanding of security concepts, principles and practices
• Writing and Editing Skills to aid in writing and updating manuals
• Experience providing technical support at a fast paced global company

About Avalara

Avalara helps businesses of all sizes achieve compliance with transactional taxes, including VAT, sales and use, excise, communications, and other tax types. We deliver comprehensive, automated, cloud-based solutions that are fast, accurate, and easy to use.

Avalara offers hundreds of pre-built connectors into leading accounting, ERP, ecommerce and other business applications. Each year, the company processes billions of tax transactions for customers and users, files hundreds of thousands of tax compliance documents and tax returns and manages millions of exemption certificates and other compliance related documents.

Avalara’s headquarters are in Seattle, WA and it has offices across the U.S. and in Brighton and London, England; Brussels, Belgium; and Pune, India. More information at: www.avalara.com

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.