It Desktop Support Specialist

About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and we know that different folks thrive in different working environments: Remote, onsite, and everything in between, you’ll find it with us.

The Opportunity - IT Desktop Support Specialist

Working with the IT department you will be helping everyone here do amazing things and to keep up with the needs of our rapidly expanding company. If you're the type of person who can make recalcitrant computers do your bidding, pull solutions for new issues out of your sleeve, and enjoy interacting with humans as much as with computers, this might be the role for you! (Even if hidden up your sleeve is a well-written Google search.)

NOTE: This role is based onsite in our Toronto HQ office location.

What You'll Do As An IT Desktop Support Specialist

• Deal with vendors and end users for shipping/receiving equipment
• Assist users with common desktop programs, including Google Workspace, Microsoft Office, Slack, and Zoom
• Set up laptops, user accounts, email, and phones for new hires and maintain and improve documentation on our internal IT process wiki
• Diagnose and repair software and hardware problems on office desktops and laptops running MacOS and Windows.
• Configure office network devices and troubleshoot wired and wireless network problem
• Handle warranty and out-of-warranty service requests and maintain inventory of hardware, licenses and accessories, requesting purchases when necessary
• Triage IT support tickets, questions, and walk-up requests, resolving some and escalating the rest to other team members

What You'll Bring To The Role

• Basic familiarity with Linux, the MacOS command line, or equivalent
• Experience managing users and computers in an enterprise environment through access management best practices and tools (eg. Okta, Active Directory, etc)
• Experience configuring, troubleshooting and maintaining Mac and Windows desktops and laptops
• Ability to convey technical concepts to users in a friendly, professional and helpful manner
• Basic familiarity with Google applications and Google Workspace
• Experience with IT ticketing systems (eg. Jira, ServiceNow, ZenDesk, etc)
• Hands-on experience with desktop imaging and MDM software (e.g. Workspace One/Airwatch, JAMF, etc)

Our Commitments to You

At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognises and rewards our employees:

• 🚀 Accelerated growth. 3 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.
• 🌱Working Environments to Help You Thrive. Beautiful office spaces welcome you in Canada and Mexico, and remote FreshBookers receive a home office credit to set up your home office.
• 🩺 Comprehensive Health and Wellness Benefits. Including retirement savings programs matched to your local office, stock options for every full time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits dependent on your region, and more.
• 🤗 Supportive Peer Group, Mentors, and Leaders. We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
• 📚 Perks that Matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.

Closing

Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.

FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone 416-780-2700 and/or [email protected].