IT Support and Helpdesk Assistant

Job Description

Mode is a remote-first environment, however this is one of very few roles on our team that must be based in the San Francisco Bay Area, with the ability to commute to our office in San Francisco daily, when our office is open.

We've built Mode from the ground up to be the best analytics platform for Analysts and Data Scientists. As we've grown, an increasingly broad audience—people on teams from Finance to Operations, Marketing to Engineering, and everything in between—has begun to use Mode to collaborate with analysts and use data in everyday decisions. For our 500+ customers, Mode is the central place where data experts and domain experts can come together to make sense of data at the rapid pace of business today.

We are looking to hire an IT Helpdesk technician to join our IT & Facilities Team at Mode. This role is to help provide end-user support and employee onboarding as we quickly scale in every direction. In this role, you will be integral to growing our business as you provide the best IT experience for existing and new hires across all teams at Mode.

What you'll do

• Provide online and in-person helpdesk and IT support for a rapidly growing company
• Manage our onboarding and offboarding processes; including creating accounts and configuring hardware as part of onboarding process
• Manage and monitor internal assets to ensure accurate inventory records
• Manage single sign-on and cloud applications such as Google Workspace, Office 365, Okta, JAMF etc.
• Provide whiteglove support service to our teams by troubleshooting, diagnosing, and resolving technical hardware and/or software issues
• Build and document IT processes
• Assist with ad-hoc IT and Facilities projects as needed

What we look for

• Must have experience with MacBooks and Windows machines
• Familiarity with Okta and JAMF
• Customer service approach
• Troubleshooting aptitude
• Knowledge of basic security best practices
• Strong analytical skills
• Ability to unblock and debug issues
• Experience with incident management processes including triaging, prioritizing, troubleshooting, and resolving issues in a timely manner.

About Mode

Mode is a collaborative analytics platform that brings teams together around data to make game-changing decisions.

In everything we do, we strive to put the people we do it for first. This starts internally: together we're building a culture that embraces diversity and learning, humility and gratitude. At the same time, we try not to take ourselves too seriously and strive for a healthy balance between work and personal pursuits.

Benefits you can expect as a Mode employee:

• Generous, flexible PTO and family leave
• Flexible work schedules—we trust you to know what will make yourself most productive
• Excellent health coverage for team members and their families (Mode pays the 100% of the premiums)
• Supportive work environment and a manager who is focused on your professional growth
• Company events that highlight our team's passions and hobbies

Mode is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives. For California residents please review our CCPA Privacy Notice linked here.

The compensation range for this role is $80,000-110,000 to be determined by level. #BI-Remote