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Senior IT Support Specialist

Lever Lever

Lever fuses applicant tracking system capabilities with those of a customer relationship management tool to keep recruiters, managers, and employees in the loop when sourcing and hiring new talent.

A BIT ABOUT US
Lever’s vision is connecting human potential to meaningful work. Hiring is the most strategic challenge that every company faces, and Lever is one of the most recognized brands in talent acquisition software. As the innovation leader in our space, we are searching for great people to join us and push further.
We are proud of the company we’ve built so far, but we are even more excited for what is yet to come. Our 5000+ customers include global leaders, startups that are disrupting industries, and businesses around the world. Lever has raised $123 million in funding, most recently a $50M Series D in November 2021.
With an overall gender ratio of 50:50 women and men, Lever is also fiercely committed to building a team culture that celebrates diversity and inclusion. We have been certified as a “Great Place to Work”, along with “Best Company Outlook 2022,” and “Forbes Best Startup Employers 2022,” and the list keeps growing! Our people are Lever’s biggest competitive advantage. For more information on our team culture, visit https://inside.lever.co/.
THE CHALLENGE
We know that the planning and work behind the scenes is what turns good teams into great teams; as our Senior IT Support Specialist you will be a key contributor to Lever’s current and future success. In this role you and your fellow support specialists will keep the everyday operations of the company moving forward securely. Additionally, you will identify bottlenecks, come up with new ideas on how we can build better systems every day. You will have a part in building, testing, and deployment of solutions for our fast-moving and talented team of Lever employees. You and your team will partner with every single operational unit within Lever to ensure that they have the appropriate technology solutions that enable them to more efficiently reach their goals.
THE OPPORTUNITY
As the newest member on the Information Technology team at Lever you will be working closely with our IT Manager to shape how work gets done as Lever continues to scale its workforce aggressively.
We’re looking for someone who is confident in handling day-to-day operations, excels as a mentor to Lever employees and can participate in org-wide infrastructure improvement projects. When pairing with our IT Manager, you will gain insights on how to make sure that new projects and solutions are accepted by users.
We never lose sight of our highest priority: ensuring that all Lever employees are supported and company data secure. These goals drive all that we do, and we’re excited to bring someone on board who will help build the perfect mix of secure and efficient systems while doing the everyday work to keep Lever productive. We know that the work you will do will have a transformative impact on every contributor at Lever.
THE TEAM
Lever is growing our international Information Technology and Security team and we want your help. We know what we need to accomplish and we’ll look to you to execute and collaborate with your team to get us there.

THE SKILL SET

  • Ability to work either Pacific or Eastern time zone
  • Experience supporting macOS in a corporate environment
  • Experience transacting with users in a service desk tool like Zendesk, ServiceNow or Jira Service Management
  • Familiarity supporting Google Workspace
  • Excellent written communication skills
  • Great documentation habits
  • Developed critical thinking and troubleshooting skills
  • Understanding of and the ability to troubleshoot: PC networking and WIFI

WITHIN 1 MONTH, YOU’LL

  • Complete Lever’s new-hire training week (a.k.a. Ramp Camp), and learn what it means to build a powerful recruiting platform.
  • Create your impact/ramp plan. This will help you and your manager align on an onboarding plan and set you up for success.
  • Establish weekly one on one meetings with our IT Manager. You’ll cover things like what you’re currently working on, any obstacles you’re facing, and receive–and give!–feedback.
  • Work with the IT Manager to Onboard new Leveroos as we continue to grow.
  • Serve as a primary responder for IT issues.
  • Become acquainted with our user self-help documentation.

WITHIN 3 MONTHS, YOU’LL

  • Work with our Director of Security and our IT Manager to create a quarterly audit framework of user credentials.
  • Work with the IT Manager to maintain a system for inventory management of IT hardware resources.
  • Work with IT Manager on maintaining configuration management tools (JAMF) and software updates and beta testing of new changes.
  • Author self-service documentation based on an analysis of previous support tickets and communicate with the team as documentation becomes available.
  • Participate in a project to enroll and manage all mobile devices.

WITHIN 6 MONTH, YOU’LL

  • Identify the top 5 new user issues that need self-help articles and publish those.
  • Complete at least one IT skills training class or attend a related conference. You’ll bring back what you’ve learned  to the team and share what’s relevant. 
  • Write training documentation for end users that will demonstrate a faster time to resolution by at least 20% when compared to incidents without self-service documentation.
  • Work with the IT Manager to build out and contribute to the structure of new support request systems by mapping out the structure and flow of support requests.

WITHIN 12 MONTHS, YOU’LL

  • Complete an IT Certification to further your education.
  • Provide a training to our other support agents.
  • Create a rollout communication plan for a new system or tool.
Is this role not an exact fit?
The Lever story
Lever is a leading Talent Acquisition Suite that makes it easy for talent teams to reach their hiring goals and to connect companies with top talent. Lever is the only platform that provides all talent acquisition leaders with complete ATS and robust CRM capabilities in one product, LeverTRM. The Lever Hire and Lever Nurture features allow leaders to scale and grow their people pipeline, build authentic and long-lasting relationships, and source the right people to hire. Lever Analytics provides customized reports with data visualization, see offers completed and interview feedback, and more, to inform strategic decisions between hiring managers and executives alike.
Our platform also enables companies to hire with inclusivity in mind, helping eliminate any hiring bias. Lever supports the hiring needs of more than 5,000 companies around the globe including the teams at Netflix, Spotify, Atlassian, KPMG, and Nielson. For more information, visit https://www.lever.co/
California residents applying for positions at Lever can see our privacy policy here.
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Senior IT Support Specialist

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Lever

Lever fuses applicant tracking system capabilities with those of a customer relationship management tool to keep recruiters, managers, and employees in the loop when sourcing and hiring new talent.

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