IT Helpdesk Technician

Who We Are

The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the ninety billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer’s Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

What We Stand For and Where You'll Come In

We have big ambitions, our mission is to give dog lovers true peace of mind by helping them do the best for their dogs – this will require us to completely reimagine how we care for our dogs and drive meaningful shifts in an industry that is desperate for change. We don’t believe this is possible by implementing “best practices” or operating how the rest of the industry operates. 

One Team: We don’t think of ourselves as “Acquisition Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”. Beyond denoting skill sets and areas of expertise, we don’t think departments matter. We’d rather align ourselves to the goals we’re working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER – getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically.

We are skeptical about everything and precious about nothing:  Ideas can and should come from anywhere, and we aren’t tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there’s a better or more impactful way to solve problems.

We consider the customer journey in all of our decisions:  We know that no interaction exists in a silo and therefore understand how important every single one is.  We ensure our strategy sets prospective and new customers up for success and drives long-term retention.  We answer questions and address problems early and proactively.  We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically.

We Execute For Impact: We don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – i.e. acquisition is hyper-focused on improving customer retention and experience.

We Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, “what’s the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?”. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don’t expect to be perfect the first time.

Where You'll Come In

Our IT group takes pride in representing and interfacing with the entire organization. We’re looking for an IT Helpdesk Technician to help expand our internal IT capabilities and ensure our technology runs seamlessly. You’ll work closely with employees across the organization to troubleshoot and resolve daily technology issues.

How You'll Make An Impact

• Handle helpdesk tickets promptly with a customer-focused approach, ensuring employees receive the IT support they need to perform at their best.
• Provide on-site support for our Baco Raton office, as well as remote support for employees across the country, addressing both scheduled and unexpected IT needs.
• Assist in troubleshooting and resolving issues related to video conferencing, network infrastructure, printers, and other common IT needs, escalating more complex problems to senior IT members as necessary.
• Collaborate cross-functionally to support employee onboarding and offboarding processes.
• Assist in maintaining our portfolio of SaaS applications by processing software license requests and providing basic support for SSO-related issues under the guidance of senior IT members.
• Set up, configure, and maintain laptops, printers, and other peripheral devices to ensure employees have the necessary tools to perform their work.
• Provide live event support for company meetings, including setting up cameras, microphones, and running the meeting using Zoom Webinar software.

We're Excited About You Because

• You have a passion for technology, are eager to learn, and continually seek ways to improve the IT experience for your partners.
• You have strong communication skills (both written and verbal), a passion for collaborating cross-functionally, and a commitment to delivering high-quality, customer-focused service. 
• You have experience managing a ticket queue in a helpdesk system (such as Jira, Zendesk, or HappyFox) and consistently provide timely, well-written responses.
• You take ownership, are organized, have excellent problem-solving skills, and can prioritize tasks effectively with strong attention to detail. 
• You have experience managing and administering SaaS and cloud applications, including productivity tools like Google Workspace, communication platforms such as Slack and Zoom, and identity management technologies like Okta.
• You have a foundational understanding of managed office Wi-Fi and networking infrastructure and are comfortable assisting with office network setups under supervision.
• You are familiar with both macOS and Windows operating systems.
• You are based in Baco Raton and comfortable working at least three days a week in our dog-friendly office. You are also able to participate in on-call rotations for after-hours support.
• You love dogs! 🐶

Office Guidelines:

We support our team members with the flexibility to thrive, professionally and personally. All hybrid team members are expected to be in the office for 3 Gathering Days a week to continue to build a collaborative, lively, and invested environment - a unique in-person culture we are proud of. Gathering Days are dependent on the group you're hired into, however the office will be open and available for all Monday through Friday. 

Our DEI Philosophy:

Our company’s mission is rooted in deep, genuine care for dogs – and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we’re committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.

A Few of Our Best Benefits

• Dog-friendly office located in Boca Raton
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company sponsored mental health benefit and coaching through Modern Health
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows, just as much as we believe in fostering a culture that supports our team members personally, professionally, and holistically. In addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer.