Rapid7 Sr Service Desk Technician 

United States, Texas, Austin 

957020393

About the Role

In this role, you will:

• Field incoming help desk tickets from end users via the ticketing system, Slack or Walk-up

• Document all pertinent information and create knowledge base articles as needed for future use.

• Perform preventative maintenance, including system updates, printer support and meeting room support.

• Escalate requests as needed to the appropriate experienced tech or team.

• Provide peer assistance as needed with other service desk requests.

• Assist in projects where the skill set is aligned or impacting the service experience teams.

• This role works closely with many external teams and outside vendors - Ability to collaborate seamlessly to achieve the same goal.

• Collaborating with other teams to improve the process continually. Adding in more automation, reducing human error, and saving time.

• Working closely with the hardware team to keep an accurate inventory of all new devices and used devices in your location.

The skills you’ll bring include:

• Minimum of 3 years in Service Desk Environment

• Strong teaming abilities

• Excellent communication skills

• Strong documentation skills

• Skills in User Management and device rollouts preferred

• Understanding of technology stack used a plus

  • Jamf

  • Automox

  • WorkspaceOne

  • Freshservice

  • GSuite

  • Slack

  • Zoom/Zoom Rooms

This role is considered hybrid and requires 3 days in the office. Flexibility is needed as things can change and supported days can increase pending office support and project releases.

Here, we’re building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 11,000+ global customers ahead of whatever’s next.