IT Support Specialist

Job Description

Who we are: Want to make an impact? Join our pack and come work (and play!) with us. We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them. Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees. Meet the IT Team: Our team supports the software and hardware that Rover’s workforce relies on to do their jobs. Our IT environment is 100% cloud-based with no on-premise servers. Our strategy is to exclusively use cloud-based services to optimize usability, scalability, inter-connectivity, security and cost. Who we're looking for: We are looking for a hardworking and team oriented IT Support Specialist to join our IT team at our Seattle, WA office. The Support Specialist is primarily responsible for providing software and hardware support to Rover's workforce.

Your Responsibilities:

• Ensure Help Desk SLAs and ticket volumes are honored
• Answer, prioritize and resolve incoming Help Desk incidents/requests while providing an outstanding customer experience
• Provide on-site support from our downtown Seattle office, with the option for some flexible work from home on a weekly rotation with other team members.
• Provide software support, e.g. user account management, troubleshooting, installation and configuration
• Provide hardware support, e.g. laptop provisioning/deprovisioning, break/fix for laptops, A/V equipment, and copiers
• Handle onboard/off-boarding tasks for employee lifecycle
• Build and maintain internal team documentation
• Participate on special IT projects and initiatives
• Act as a resource to junior technicians for incident handling, escalations, and issue collaboration

Your Qualifications:

• 3+ years of corporate IT Help Desk experience
• Experience providing hardware and software support primarily on Macs and some Windows laptops
• Extensive experience administering user accounts in corporate applications such as Okta, Zendesk, Google, and Atlassian products
• Experience problem solving basic LAN/WAN networking issues, e.g. DHCP/DNS protocols, VPN configurations and wireless performance issues
• Experience using an IT service management system to manage your work, e.g. Jira Service Management
• Experience with the IT tasks associated with on/off-boarding employees/non-employees
• Ability to be self-directed and work independently as a member of a team
• Expertise handling new problems and making decisions on the fly based on the situational context
• Strong attention to detail and precision in following processes
• Ability to occasionally work evenings or weekends and lift up to 10 pounds

Nice to Have:

• Nice to have:
• Experience working in a cloud-first environment
• Experience supporting IT General Controls (ITGC) initiatives related to SOX, PCI, CCPA and/or GDPR regulations
• Knowledge of Linux, iOS or Android troubleshooting

Why we'll hire you:

• Qualified for the position and your values align with Rover's Core Values
• A fast learner that can quickly pick up new technologies
• An excellent support specialist who wants to get even better
• A superb communicator
• Good at embracing a problem, but also knows when to seek help
• A hard worker, but knows how to have tons of fun while doing it!
• Eager to improve processes and seek out solutions to team pain-points

Benefits of Working for Rover:

• Competitive compensation
• Competitive benefits package, including medical, dental, and vision insurance
• 401k Match
• 4 weeks of PTO
• Commuter benefits
• Bring your dog to work
• Pet benefits, including $1000 toward adopting your first dog or cat
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
• Regular team activities performed in person and virtually

Compensation:

• In the greater Seattle area the hourly rate range is $37.02- 47.71 per hour.
• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances. We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Apply for this job