IT Service Support Analyst
Umbra

Job Info

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Umbra builds next-generation space systems that observe the Earth in unprecedented fidelity.

Our mission: Deliver global omniscience.

To stay ahead of climate change, geopolitical risk, and other major crises and issues, we need a global understanding of what is changing, where, and how fast. Umbra provides easy access to the highest quality commercial satellite data available, which is an indispensable tool for the growing number of organizations monitoring the Earth. We empower our customers to create the solutions that inform, inspire, and address our planet's most pressing needs. We're helping to create a brand new industry that has never meaningfully existed before.

We are looking for a talented, mission-driven professional to work closely with our Information Technology team to provide fast and useful technical assistance, incident resolution, and service request fulfillment to users within the organization. You will serve as the point of contact for colleagues across the company seeking technical assistance, answer queries on basic technical issues, and implement solutions that align, integrate, and continuously improve company-wide productivity through our enterprise software and systems.

Key Responsibilities

• Service Desk and Support: Provide technical support across users and departments; quickly and efficiently fix issues as they arise; help to prevent future technical inefficiencies.
  • User query/issue handling. Ensure user queries or issues are captured, validated, and triaged for further processing. Identify and diagnose issues and problems, and escalate unresolved problems to a higher level of support.
  • Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s). Support problem identification, advise users on appropriate course of action.
  • Optimization. Ensure process improvement through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes. Categorize and record reported queries and provide solutions, monitor issues from start to resolution, and provide essential online security advice and support.
• IT Asset Management: Ensure that organizational hardware, software, and information assets are accounted for, deployed, maintained, upgraded, and disposed. Manage vendors and coordinate purchasing of IT assets; assign, image, manage, track, and configure all devices in use and stock control, including mobile device setup and management.
• IT Infrastructure Systems Support: Provide maintenance of IT systems, along with initial planning, installation, testing, and deployment of IT components; manage technical fixes, large system upgrades, security patches, updates, and recovery operations.
• Team Collaboration and Optimization: Contribute to the optimization of the IT department team members, services, and personnel-communications to promote effective outcomes and organizational alignment. Provide regular updates to collaborators and leadership, and carry out all other duties as assigned by management.

Basic Qualifications

• 2+ years of PC \ Mac support in a private company environment
• Experience working in a networked environment with Apple and Windows PC devices
• Great organizational skills
• Ability to multi-task effectively
• Comfortable working in a dynamic and fast-paced development environment

Desired Qualifications

• BA or BS degree in Computer Science or related IT field
• Experience using cloud-based alternatives (e.g. AWS, Azure) to on-premises file-servers and Active Directory
• Experience working with MDM
• Experience managing device inventory

Benefits

• Flexible Vacation / Paid Sick Time
• Medical, Dental, Vision, Life
• 401(k) Plan with 3% non-elective employer contribution
• Stock Options
• Downtown Parking
• Catered Lunches

Umbra is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Employment Eligibility Verification:

In compliance with federal laws, all hired persons will be required to verify their identity and eligibility to work in the United States by completing the required Employment Eligibility Verification Form (I-9 Form) upon hire.

ITAR/EAR Requirements:

This position may include access to technology and/or data that is subject to U.S. export controls pursuant to ITAR and EAR. To comply with federal export controls, all persons hired must be a U.S. citizen, U.S. national, U.S. lawful permanent resident, refugee or asylee as defined by 8 U.S.C. § 1324b(a)(3), or must otherwise be eligible to obtain the required authorizations from the U.S. Department of State and/or U.S.Department of Commerce as applicable.

Pay Transparency:
This job posting may span more than one career level. To provide greater transparency to candidates, we share base ranges for all job postings regardless of state. We set standard base pay ranges for all roles based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by skills, responsibilities and relevant work experience.

This job has expired.