IT Support Technician

Who are we?

We are The Motley Fool, a purpose-driven financial information and services firm with nearly 30 years of experience focused on making the world smarter, happier, and richer. But what does that even mean?! It means we’re helping Fools (always with a capital “F”) demystify the world of finance, beat the stock market, and achieve personal wealth and happiness through our products and services.

The Motley Fool is firmly committed to diversity, inclusion, and equity. We are a motley group of overachievers that have built a culture of trust founded on Foolishness, fun, and a commitment to making the world smarter, happier and richer. However you identify or whatever winding road has led you to us, please don't hesitate to apply if the description above leaves you thinking, "Hey! I could do that!"

What does this team do?

The IT Support team at The Motley Fool is looking for an ambitious and service-oriented technical whiz to help keep the Fool humming on all cylinders. At a company-wide level, the team ensures that all systems are optimally functioning, while at an individual level, we get to know our fellow Fools and equip them with the right tech. We want Fools to spend less time worrying about how to find answers and more time helping the world  become happier, smarter, and richer!

You can throw the idea of a ‘typical day’ out the window - everyday on our small, nimble team comes with fresh, new challenges! Generally, you can expect  470+ people worldwide to rely on you for their support needs - be that troubleshooting computers, network + VPN errors, getting the right perm for the job, setting up for new Fools, ordering equipment and everything in between. You’ll be troubleshooting technical issues with empathy and finesse, implementing tests to help the team optimize efficiency, assisting your team with projects around making innovative tech more accessible to Fools, and navigating the world of IT support like a champion. The thought of learning new things is  music to your ears!

With 10+ years of circus experience under our belts (kidding!), we’re very good at wearing multiple hats and juggling tasks (not kidding!). Our team has a winning combination of passion for technology and the eagerness to help Fools do their best work. We’re given a ton of autonomy, so it’s up to our team to have a long-term, forward-thinking vision for processes from configuration techniques to end user experiences. We're a proactive team, and we dedicate as much (if not more) time to fire prevention as we do to firefighting.

What would you do in this role?

• Provide remote and hands-on support for Windows, macOS clients, systems in an Active Directory environment, Okta, Office 365, Google Workspace, and network connectivity (from home offices to locations around the world)
• Leverage our MDM tools to setup, deploy, update, troubleshoot, and retire computers through their lifecycle 
• Efficiently respond to requests for technical assistance via ticket system (Jira Service Management), Slack, email, and carrier pigeon.
• Stay up to date with Fool and non-Fool tech and be proactive in resolving issues.
• Troubleshoot in a timely manner and follow through with users to make sure they can do what they do to help them be richer, smarter and happier (coupled with rapid communication)
• Take initiative in improving the team, improving the customer experience, and improving your skill-set - never settle for “that's just how we’ve done it” when you see ways to improve our support experience
• Ensure your team can provide an efficient level of coverage online during core business hours (M-F).
• Did we mention pursuing improvement?

What do you need to apply?

• Ability to support our Mac and Windows based MDM environments (Kandji + Intune)
• Demonstrated experience working with Okta (for SaaS apps) and Active Directory Users and Groups Management (ie - edit accounts, manage memberships, disable users, etc).
• Experience managing Google Workspace Accounts and Team Drives.
• Experience troubleshooting video calls (primarily Zoom, and occasionally other platforms)
• We don’t care much for titles or levels here, but you may self-identify as a Tier 1+ Tech Support professional - you’ll lean into Jr SysAdmin skills throughout your journey in this team
• Handling hardware + inventory tracking skills
• Insatiable appetite for learning and development. You want to be well-versed in new applications, systems, and investing!
• Strong communication (listening, verbal and written) skills and the ability to communicate technical issues to a non-technical audience - notes and breadcrumbs for next steps are how we survive!
• Strong critical thinking skills - you can spot patterns and stop fires before they happen (and you’re confident speaking up to help prevent issues).
• Proactive in attitude and team oriented, because we’re all about teaching each other and sharing pro-tips.
• Look to emerging tech for ways to expand your own capabilities (ie leveraging AI to help write articles or research issues you haven’t seen before, or even offload low level priorities as tools progress in functionality) 
• Ruthless prioritization skills - you know the difference between “urgent” and “URGENT,” and those last-minute, behemoth requests don’t even make you blink.
• Comfortable working within a ticket system, and endeavoring to meet our team's goals for 5-star service with every request.
• Equally strong commitment to leaving things better than you found them AND leaving a lasting, positive impression.
• Be available for support outside of normal work hours (for emergencies and surprises in multiple time zones).

Please note, no sponsorship is available for this position. You must reside in, or be willing to relocate to, one of these states for employment: California, Colorado, Florida, Louisiana, Maryland, Massachusetts, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington DC, and Wisconsin.

Below you’ll see a few of our perks, but check out out Careers Site for the complete list: 

• Flexible, remote work environment (*see our open states above)
• No “vacation policy” (not to be confused with a “No vacation” policy)
• Generous fully-paid parental leave
• $1,000 annually to invest in stocks of your choice
• Super low premiums for medical, dental, and vision coverage

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