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Help Desk Specialist
Highspot
Seattle, WA, USA
Posted on Jan 9, 2025
About Highspot
Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the Role
Are you someone who thrives on solving problems, loves helping people, and has a knack for making the technical feel simple and approachable? If so, we’re looking for you!
As a Help Desk Specialist, you’ll be the friendly face and first point of contact for our employees, delivering exceptional technical support that keeps our team moving forward. Whether troubleshooting Mac systems, resolving software issues, or providing seamless onboarding experiences, your goal will be to make technology work effortlessly for everyone.
This role is all about customer obsession, clear communication, and teamwork. You’ll work collaboratively to identify, research, and resolve technical challenges while ensuring every interaction leaves a lasting, positive impression.
What You'll Do
- Be a problem-solving champion: Provide daily technical assistance and support for Mac systems, software, hardware, and peripherals.
- Deliver exceptional service: Respond to IT inquiries via tickets, email, chat, or in-person, ensuring issues are resolved within agreed SLAs and users feel supported.
- Own the onboarding/offboarding journey: Set up and configure new devices and ensure a smooth transition for all employees.
- Tackle technical challenges: Troubleshoot LAN, WiFi, and key system issues to keep our operations running smoothly
- Support where it matters most: Provide AV support for meetings and gatherings, ensuring technology enhances, not hinders, collaboration.
- Document and share knowledge: Create and maintain knowledge base articles to empower users and colleagues.
- Be a proactive partner: Follow up with internal customers to confirm resolution and identify opportunities to improve processes.
Your Background
- Customer-obsessed mindset: You find joy in helping others and ensuring every interaction is positive and productive.
- A collaborator at heart: You excel at building relationships, navigating diverse personalities, and working as part of a global Service Desk team.
- Tech-savvy and detail-oriented: With 2-4 years of Help Desk experience, you’ve mastered troubleshooting MacBooks, Windows, and using tools like Okta, G-Suite, Jamf, and Jira.
- Proficient problem solver: You’re skilled at researching issues and finding creative, effective solutions.
- Clear communicator: Your written and verbal communication skills ensure everyone feels heard and understood.
- Organized and strategic: You manage multiple priorities with ease, balancing day-to-day tasks with long-term projects.
Why You’ll Love Working Here
- A customer-first culture: We put people at the center of everything we do, and your work will make a tangible impact on their experience.
- A supportive team: You’ll join a group of professionals who collaborate, share knowledge, and celebrate wins together.
- Learning and development: We’re passionate about helping you sharpen your skills, explore many new tools, and grow both personally and professionally.
Base salary range: $82,000 - $122,000. Employees are eligible to receive stock options and may also receive other forms of compensation.
The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.
Highspot also offers the following employee benefits for this position:
-Comprehensive medical, dental, vision, disability, and life benefits
-Health Savings Account (HSA) with employer contribution
-401(k) Matching with immediate vesting on employer match
-Flexible PTO
-8 paid holidays and 5 paid days for Annual Holiday Week
-Quarterly Recharge Fridays (paid days off for mental health recharge)
-18 weeks paid parental leave
-Access to Coaches and Therapists through Modern Health
-2 volunteer days per year
-Commuting benefits
Highspot also offers the following employee benefits for this position:
-Comprehensive medical, dental, vision, disability, and life benefits
-Health Savings Account (HSA) with employer contribution
-401(k) Matching with immediate vesting on employer match
-Flexible PTO
-8 paid holidays and 5 paid days for Annual Holiday Week
-Quarterly Recharge Fridays (paid days off for mental health recharge)
-18 weeks paid parental leave
-Access to Coaches and Therapists through Modern Health
-2 volunteer days per year
-Commuting benefits
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Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.