帮助台管理员
Helpdesk Administrator
**汇报对象：IT运营经理**
**地点：美国远程办公**
**薪资范围：60,000至70,000美元基本工资，加上奖金和股权——该职位符合加班工资条件**
**我们做什么：**
网络犯罪正在增长，越来越多的企业受到以前只针对大型组织的威胁的影响。这促使我们这样的防御者在最高水平上运作，并加深了我们对希望产生有意义影响的好人才的需求。
由前NSA网络安全操作员于2015年创立，Huntress是一个以远程优先的团队，致力于让各规模企业都能获得企业级网络安全保护。我们与安全团队和服务提供商紧密合作，保护复杂的环境，通常由于时间或人手不足而无法处理所有问题。这就是为什么我们自主研发技术，并配备全天候有人主导的安全运营中心（SOC）。因此，我们的平台始终与管理它的专家保持联系，确保客户的保护。
目前，Huntress在全球保护超过500万个终端和1500万个身份。这些数字持续增长，因为越来越多的企业依赖我们来分担负担并更有信心地运营。每天，你都能看到我们对客户承诺的表现，以及我们如何彼此支持。
**你会做什么：**
Huntress正在寻找一名帮助台管理员加入我们的IT团队！你将加入一个精英管理员团队，他们通过成为员工遇到技术问题时的主要联系人，对支持我们的内部IT环境至关重要。作为一家24x7全球公司，你将有机会为五个国家的同事提供世界级的服务。你将利用各种远程支持工具诊断和解决员工的技术问题，同时维护适当的IT文档并确保系统性能最佳。理想的候选人具备出色的沟通能力，并熟悉IT基础知识。要在这个职位上取得成功，你还需要是自我驱动者，能够独立工作，也能作为团队的一员协作。
**职责：**
- 利用远程支持工具诊断、排查并解决员工面临的技术问题
- 监控、响应和管理帮助台工单，确保问题及时解决
- 解决硬件故障和软件问题，确保员工的最小停机时间
- 评估员工问题并正确升级处理
查看英文原文
**Reports to: Manager, IT Operations**
**Location: Remote US**
**Compensation Range: $60,000 to $70,000 base plus bonus and equity - This position is eligible for overtime pay**
**What We Do:**
Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.
Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.
Huntress now secures more than 5M+ endpoints and 15M+ identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.
**What You’ll Do:**
Huntress is seeking a Helpdesk Administrator to join our IT team! You’ll join an elite team of administrators who are critical in supporting our internal IT environment by being the primary point of contact for our employees facing technical issues. As a 24x7 global company, you’ll have the opportunity to provide world-class service to teammates across five countries. You will diagnose and resolve both hardware and software problems utilizing an array of different remote support tools while also maintaining proper IT documentation and ensuring optimal system performance. The ideal candidate possesses excellent communication skills and is well-versed in IT basics. To be successful in this role, you must also be a self-starter and be able to work independently as well as part of a team.
**Responsibilities:**
- Utilize remote support tools to diagnose, troubleshoot, and resolve technical issues faced by employees
- Monitor, respond to, and manage helpdesk tickets to ensure the timely resolution of issues
- Address and resolve hardware malfunctions and software issues, ensuring minimal downtime for employees
- Assess employee issues and properly escalate tickets as needed
- Maintain and update IT documentation, including end-user guides, troubleshooting guides, and system documentation
- Work closely with other IT team members on complex issues, projects, or IT initiatives
- Be an active team member by sharing knowledge and contributing to team discussions
- Keep track of IT assets, software licenses, and equipment warranties. Recommend replacements or upgrades as necessary
- Adhere to established security policies and procedures, ensuring all actions align with best practices. Remain vigilant to potential security risks, reinforcing the importance of security measures within the scope of helpdesk operations
**What You Bring To The Team:**
- Preference will be given to candidates in Hawaii who are willing to work 10 pm - 7 pm, as you’ll be providing IT support for our Australian employees
- Will also consider candidates in the Pacific time zone that are willing to work 2 pm - 11 pm
- Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently
- Solid understanding of security best practices for corporate environments
- Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical individuals
- Effective time management and organizational skills, with the ability to prioritize tasks and manage multiple tickets simultaneously
- Foundational knowledge of Windows 10/11 and macOS operating systems
- Experience with Google Workspace (formerly G Suite)
- Basic understanding of IT security principles and practices. Awareness of common security threats and the importance of adhering to security policies
- Values and consistently applies established IT procedures, ensuring effective and standardized support delivery
- Comfortable navigating a fully remote work environment and willing to quickly learn and utilize remote communication, collaboration, and support tools
- Actively seeks and values contributions from team members, fostering a cooperative environment
- Technical expertise gained through education, certifications (like CompTIA A+), or work experience
**What We Offer:**
- 100% remote work environment - since our founding in 2015
- Generous paid time off policy, including vacation, sick time, and paid holidays
- 12 weeks of paid parental leave
- Highly competitive and comprehensive medical, dental, and vision benefits plans
- 401(k) with a 5% contribution regardless of employee contribution
- Life and Disability insurance plans
- Stock options for **all** full-time employees
- One-time $500 reimbursement for building/upgrading home office
- Annual allowance for education and professional development assistance
- $75 USD/month digital reimbursement
- Access to the BetterUp platform for coaching, personal, and professional growth
_Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are._
_We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status._
_We do discriminate against hackers who try to exploit businesses of all sizes._
**Accommodations:**
_If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to_ [_accommodations@huntresslabs.com_](mailto:accommodations@huntresslabs.com) _. Please note that non-accommodation requests to this inbox will not receive a response._
__Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process, but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our [Candidate Privacy Notice](https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&source=click) for more details on our practices and your data privacy rights.__
**#BI-Remote**