Pantheon is the only WebOps platform built from the ground up for agility. We help our customers win, where the digital experience starts and matters most – their websites. We empower teams of developers, marketers, and IT professionals to focus on delivering business results while Pantheon handles uptime, performance, scalability, and security. We are the fastest growing Drupal and WordPress platform in the world, powering over 300,000 sites and serving billions of pages every month. Happy customers include some of the most recognized names in high tech, higher education, and NGOs, such as Patch, Apigee, UC Berkeley, Harvard University, Google, Docusign, docker and the United Nations.
With 35% of the web running open-source and significant investments in a $200 billion total addressable market, we are growing aggressively into a huge market opportunity and looking to expand our IT organization.
The Role
Pantheon is currently looking for a well organized professional with a knack for providing a world class customer support experience. As an IT Support Specialist, you will first and foremost provide top-notch technical support to over 500 full-time and contract staff across a variety of disciplines. You will also partner with your teammates in project work aimed at creating lasting solutions to technical problems.
Cool Things You’ll Do
User Support
Providing tier 1 and tier 2 support utilizing helpdesk software to gather support details and assist staff globally
Getting your hands dirty and dealing with complex time-sensitive technical issues
Escalating tier 3 requests within the helpdesk team
Coaching end-users on existing and new software/hardware as needed
Participate in and support new employee onboarding to tools and systems
Software, Hardware, and Tools
Installing, testing, configuring, deploying, and monitoring computer hardware operating systems, applications, and networks
System Care and Security; Troubleshooting and Maintenance
Solving for authentication issues (including one-time password tokens, MFA, etc)
Upgrading systems and migrating user data as they approach their end of life
Troubleshooting system and network problems, diagnosing and solving hardware or software faults
Establishing a good working relationship with employees
What You Bring To The Table
Proficiency in macOS and Windows operating systems and their accompanying software
Familiarity around mobile device management platforms, SAAS email solutions, and anti-virus software (Google Workspace, Slack, Zoom, JAMF, Office365, Meraki etc)
Hands-on experience of installing and maintaining IT hardware and software
Able to diagnose and resolve challenging technical issues while demonstrating a sense of urgency
Ability to learn and adapt quickly to changes in process, tools, and workflows
Skilled in organizing and prioritizing competing time demands
Excellent verbal and written communications skills
Integrity and honesty, ability to be trusted and to work with highly sensitive and confidential information
Resourceful, self-motivated with a strong sense of ownership in areas of responsibility
Organized, exceptional attention-to-detail
Strong team player
Analyzing Information, Informing Others, Problem Solving, Coordination, Strategic Planning, Quality Management
Bonus Points For
Bash scripting expertise
One or multiple of the following certifications: ACSP, MSCP, A+, Google Workspace
What We Offer
We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.
Pantheon is an equal opportunity/affirmative action employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law.
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