Help Desk Technician

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. About the role: We are looking for a Help Desk Technician to provide onsite, deskside IT support at Replit’s SOHO New York office. The successful candidate will also troubleshoot hardware and software issues, administers and supports our cloud first tech stack, configures Apple MacBooks, maintains conference rooms, performs minor system repairs and manages IT inventory and consumables. The technician documents and triages incidents through an ITSM platform, escalates complex issues when necessary, supports basic networking and AV systems and contributes to maintaining a secure, standardized and scalable endpoint environment.   What You'll Do: - Provide first-line (Tier 1) onsite technical support for end users in a primarily Apple macOS environment - Troubleshoot and resolve hardware, software and peripheral issues for MacBooks - Assist end users with configuration and troubleshooting core collaboration tools such as Google Workspace (Gmail, Drive, Calendar, Meet) and Slack - Perform new hire onboarding and offboarding, including system provisioning, asset assignment, access setup and equipment recovery - Configure, deploy and maintain end user technology including monitors, keyboards and network connectivity - Service and maintain conference rooms to ensure AV systems, displays, microphones, cameras and conferencing platforms are operational - Restock and manage IT consumables (cables, adapters, peripherals) and maintain accurate inventory of IT assets - Document service requests, incidents and resolutions in the IT ticketing platform - Contribute to documentation, knowledge base articles and process improvement initiatives - Escalate complex technical issues to Tier 2 IT support or internal teams as appropriate - Assist with endpoint management tasks (patching, updates, security enforcement) using MDM solutions Required Skills & Experience: - 1+ years of experience of IT support experience - Strong working knowledge of Apple macOS troubleshooting, hardware diagnostics and system configuration in an enterprise environment - Experience supporting Google Workspace administration and end-user troubleshooting - Familiarity with endpoint management/MDM platforms (Kandji preferred) - Understanding of identity and access management concepts such as MFA and SSO - Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting) - Experience supporting video conferencing and AV systems - Familiarity with IT ticketing systems - Strong organizational skills and ability to manage multiple concurrent requests - Excellent verbal and written communication skills with a customer-first mindset - Ability to lift and move IT equipment up to 40 lbs - Willingness to work onsite at least four days per week Bonus Qualifications: - Active Replit user and passionate about making software creation more accessible - Experience supporting Microsoft Windows and Linux endpoints - CompTIA A+, CompTIA Network+, Apple Certified Support Professional certified Full-Time Employee Benefits Include: 💰 Competitive Salary & Equity 💹 401(k) Program with a 4% match ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚼 Paid Parental, Medical, Caregiver Leave 🚗 Commuter Benefits 📱 Monthly Wellness Stipend 🧑‍💻 Autonomous Work Environment 🖥 In Office Set-Up Reimbursement 🏝 Flexible Time Off (FTO) + Holidays 🚀 Quarterly Team Gatherings ☕ In Office Amenities Want to learn more about what we are up to? - Meet the Replit Agent https://www.youtube.com/watch?v=IYiVPrxY8-Y - Replit: Make an app for that https://www.youtube.com/watch?v=4zd9hzngFwY - Replit Blog https://blog.replit.com/ - Amjad TED Talk https://youtu.be/kCudFI4tcpg?si=l4ViCejV_f2RZkDi Interviewing + Culture at Replit - Operating Principles https://blog.replit.com/operating-principles - Reasons not to work at Replit https://blog.replit.com/reasons-not-to-join-replit To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.