HelpDesk Support Specialist

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That's where you come in.

Pontera is seeking a talented HelpDesk Support Specialist to join the IT team. As an IT Team Member, you will be responsible for ensuring the smooth operation of IT systems and Support at both our US and IL based offices. You will work closely with the other business units, to provide technical support, maintain network and hardware systems, and collaborate with various departments to address their technology needs.

JOB RESPONSIBILITIES

Work with a ticketing system to manage and resolve IT support requests
Troubleshoot hardware, software and SaaS applications issues.
Support onboarding and offboarding processes globally
Perform user case troubleshooting such as identity and access issues.
Write knowledge base articles to assist users with common issues
Support Amazon Workspaces Cloud VDI

QUALIFICATIONS

2 years of experience in a global organization as an IT Helpdesk / Support Technician
Experience with a modern ticketing system (Freshservice/ServiceNow/Jira)
Troubleshooting capabilities with networking issues.
Troubleshooting capabilities with SaaS applications.
Proven experience managing Google Workspace and MS365 environments
Proven experience managing communication services (Teams/Slack/Zoom)
Experience with modern IDP infrastructure (Okta/AzureAD/Google/JumpCloud)
Experience with MFA systems (Okta Verify/Duo/Google Auth)
Experience with MDM systems (Intune/Kandji/Jamf/MobileIron)
Excellent problem-solving skills and the ability to work well under pressure
Strong knowledge of hardware and software systems, including Microsoft and Apple operating systems
Strong communication and interpersonal skills to collaborate with cross-functional teams
Excellent language and communication skills particularly in English.
Quick learning of an evolving technology stack.

WHAT WE OFFER
Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
Team Culture: A collegial, collaborative, fun work environment with frequent team events
Equity: All new hires are eligible for equity grant participation
Professional Development: Sponsored learning & development program
Work Flexibility: A hybrid office work model (In-Office Mon/Tues/Weds and WFH Sun//Thurs)