Intermediate IT Helpdesk Analyst

An overview of this role

We're expanding our End User Services team and looking for a skilled IT professional to join us in supporting GitLab's global operations. As part of our dynamic team, you'll play a key role in keeping our organization running smoothly through comprehensive IT support.  This role is 100% remote and based in Canada! 

You'll be joining a team that prides itself on:

• Delivering exceptional end-user support

• Solving complex technical challenges

• Working collaboratively in a fast-paced environment in a security focused environment

• Continuously innovating and improving our service delivery

Some examples of our projects: 

• How we boosted WebAuthn adoption from 20 percent to 93 percent in two days

What You’ll Do: 

• Triage all IT related questions as they arise

• Build a knowledge base of IT practices and pragmatic problem solving in the handbook

• Account management for password resets and lockout

• Follow the sun support model with the ability to be flexible

• Diagnose computer errors and provide technical support

• Troubleshoot software and hardware

• Support Weekly IT Onboarding Sessions for new Team Members

• Employee lifecycle support: Onboarding, offboarding, application provisioning, account permissions management

• Train end-users how to setup and use new technologies

• Provide technical support over Zoom, Email, or through Slack

What You’ll Bring 

• Experience with Google Workspace and an interest in its administration

• Experience managing mailboxes, Shared Mailboxes, and DLs

• Some experience Automation & Scripting Mac and Linux environment

• Hands-on experience supporting Mac and or Linux

• Tolerance for repetitive or manual tasks, with a mind for automating said tasks

• Some experience with SQL and Python

• Configure, build, test, and deploy laptops using MDM tools

• Experience working with Git

• Ability to use GitLab and ServiceNow

• Okta, Slack, and Zoom administrative experience

• Security Focused 

• Strong written and vertical communication

How GitLab will support you

• Benefits to support your health, finances, and well-being

• All remote, asynchronous work environment

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and development budget 

• Parental leave 

• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.