Senior Help Desk Technician, IT

Agility Robotics is deploying humanoid robots that are solving real-world challenges in logistics and manufacturing. Perceiving and understanding the world is critical to Digit’s success in these applications. The IT team is looking for a senior systems administrator to help build core systems and improve our work from the ground up.

What We Do

The IT team has the twin responsibilities of making the technology that every Agility Robotics uses as effective and frictionless as possible while also optimizing the performance of our corporate technology stack. We do that by promoting secure, repeatable processes, supporting data wherever it lives, and delivering self-service solutions whenever possible.

Everyone at Agility Robotics is a stakeholder and a partner. IT has a diverse range of functions, including incident response, laptop support, office networking, audio/visual administration, SaaS application integration, new hire orientation, and end-user training.

Responsibilities

• Collaborate with the rest of the IT to manage inbound support requests and incidents, and resolve them according to our service level agreements.
• Provide superior customer support in-person, in our ticketing system, and via Slack/email.
• Provide the skills for our employees to effectively use our corporate tools and become IT advocates.
• Support the smooth onboarding of new hires and manage the full employee IT lifecycle. 
• Setup, maintain, and strengthen the in-office LAN, WiFi, audio-visual, conferencing, and computing systems.
• Identify trends in request tickets and help build automation and process improvements to make the system work better over time and intelligently reduce risk.
• Secure configuration and access management of our operational production endpoints in AWS, GitHub, Google Cloud, G Suite, Okta, and other systems of record.
• Participate in weekly sprints and IT projects, both as a contributor and as a leader.
• This role is located in Fremont. You must work in our Fremont office for direct end user support.

Requirements

• Experience with our IT tools and platforms of choice, 
• Operating systems including macOS, Ubuntu, and Windows 11
• SaaS platforms including Okta, GitHub, Slack, Google Workspace, Jamf, Zoom, and Jira/Jira Service Management.
• Experience in a multi-input, fast-paced IT support organization that prioritizes customer service, security, and innovation.
• The ability to thrive as a regional operator as part of a geographically diverse team. 
• Comfortable working in spoken and written English. 
• A love for problem solving, and a commitment to frictionless risk reduction. You dig into the root causes of issues, think outside the box, and strive for “secure by default” whenever possible.
• Experience maintaining and troubleshooting common small office networking products. 
• Familiarity with Agile frameworks to keep projects on track and delivered at velocity.

What We Value

In addition to our core values, which are not unique to this position and are necessary for Agility Robotics employees:

• We value high-performing creative individuals who dig into problems and opportunities
• We strongly believe everyone should be treated with respect and dignity while performing the duties and responsibilities of their position
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company
• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply