IT Help Desk Support Technician

Hi, I’m Nathan Brubaker, Sr. Manager of IT Operations at Puppet,

I’m looking for an IT Help Desk Support Technician to join our team to help us deliver world class service and technology support to Puppet employees across the world. Our team values exciting technology and creative problem solving in equal proportion to amazing customer service, and we’re looking for someone with a passion for both.

At Puppet, members of our IT Services team wear many hats. In a given day, you might provide A/V support for an all-company event, help a co-worker solve a tricky software problem, onboard a new employee, and research a potential new tool purchase - all before lunch. Our work environment is fast-paced and exciting, and your problem solving skills will be put to the test daily. Our team is committed to seeing our co-workers succeed with the tools we provide, and we’ll go the extra mile to make sure they do.

Meaningful work you’ll contribute 

• Help your co-workers troubleshoot hardware and software issues.
• Manage the applications, tools and services that enable your co-workers to do their best work.
• Manage a global fleet of laptops, ensuring inventory accuracy and proper operation.
• Prepare accounts, hardware, and training for new employees.
• Provide AV support, including audio and video engineering for all-company events.

You are…

• Your customer’s champion. We serve our customers by managing their expectations and delivering what we promise.
• A team player. You understand that a team works best when everyone works together, and you’re willing to do whatever task might be needed to help the team succeed.
• Empathetic. You truly care about your customers, and want them to succeed.
• Curious. You’re fascinated by technology, and driven to learn more about it.

Valuable experiences and skills you’ll bring to Puppet 

• 2+ years experience providing end user technology support in a corporate or retail environment.
• A strong customer service focus.
• Ability to clearly communicate technical concepts to users with all levels of technology experience.
• Experience installing, troubleshooting, and configuring diverse types of software.
• Experience with macOS workstations and associated peripherals.
• Experience managing work in a ticketed environment (ie: JIRA, Zendesk, desk.com, etc.).
• Periodic travel to Puppet offices across the globe may be required. 

Bonus, but not required (shout about it in your application if you have experience):

• AV experience, including audio engineering and camera operation.
• Experience using Puppet to manage systems.

Application Instructions

Please include a cover letter with your application that answers the following questions:

• Describe the most challenging support problem you’ve ever had and how you solved it (doesn’t have to be in a professional environment).
• An executive assistant says their boss is unable to print to a network printer. What steps would you take to restore the executive's ability to print?
• A customer says their computer won’t power on and that they are about to deliver a presentation to their team. They are understandably distraught about this turn of events. How do you go about helping them?

Please make sure to fill out every required field. Please upload your documents in .pdf format as documents uploaded in .doc or .docx don't display correctly.

We are hiring at various experience levels and we’re particularly interested in having a diverse team with a broad set of skills and viewpoints. If this seems like your dream job, but you’re not sure if you qualify, apply anyway!

*Visa Sponsorship

Please note, this position is not eligible for visa sponsorship.

About Puppet

Puppet’s core mission is to eliminate soul crushing work. We created the industry standard for managing infrastructure as code. And we didn’t stop there—our product portfolio has grown to help organizations automate across their entire software delivery lifecycle. With more than two-thirds of Fortune 100 companies using Puppet’s open source or commercial products, our code is helping power thousands of organizations across the world.

As the industry leader in DevOps solutions, we realize that our success is a collective effort; all made possible by the incredible people working here, our customers, partners, and Puppet community. Our culture is built on positivity, diversity, inclusivity and support—and we seek people who are resilient, entrepreneurial-minded, team players who continually strive to be incrementally better every single day. In our work together we aim to be curious, accountable, empathetic and, above all, collaborative. If this sounds like the environment you’d thrive in, why not say hello?

Learn more about Puppet by checking out the values we live by and the awesome benefits and perks we offer employees!

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact +1-877-575-9775 for assistance.

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