Senior IT Specialist

Thanks for checking out this job opportunity.

We’re on a re-charge week, enjoying time with family and friends!

Please be advised that Bitly’s offices will be closed from Monday, December 25 until Tuesday, January 2. If you’re applying during this time, you can expect a slight delay in our response, but we’ll be following up with you as soon as possible upon our return.

At Bitly, we believe in the power of the link or scan – to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.

The Role

Bitly is looking for an experienced Senior IT Specialist, who will conceptualize, plan, communicate, and implement strategic global initiatives, such as mobile device management for Apple and Microsoft OSs, identity management, patch management, and Zero Touch deployment. The candidate must have advanced knowledge in integrating brand diverse cloud services rooted in Google Cloud and scaling the IT department by developing processes with automation and change control in mind. 

independently manage the inbound ticket queue for service requests from all Bitly employees. This Helpdesk Technician will independently manage a high-volume of  requests from employees with a strong attention to detail and effective prioritization. 

As a member of the IT team, you understand when to escalate complex issues as necessary  and document all daily communication transactions, details and solutions.You need to be a highly detail oriented and analytical individual to accurately capture employee interactions and close out submitted tickets in a timely manner.In this role you will serve as the first point of contact for employees seeking technical assistance so you should have excellent interpersonal and communication skills.  Your team will rely on you to diligently follow policies and procedures for consistent work delivery and InfoSec auditability.

What You’ll Do

• Develop a mobile device management (MDM) strategy supporting Apple and Microsoft OS
• Implement patch management capabilities for endpoints globally and generate monthly audit reports
• Realize employee change requests for Atlassian Jira and Confluence
• Identify end user support patterns and increase team productivity by automating repeat tasks and document implemented solutions
• Support employee on- & offboarding from time to time
• Monitor employee Helpdesk queue and assist team members in resolving prioritized requests
• Manage Help Desk tickets in a timely manner with a high level of prioritization
• Follow-up with customers to ensure issues are resolved
• Maintain user profiles in multiple tools and prepare the onboarding of new resources 
• Audit web applications for proper licenses and contract utilization on a regular basis 
• Generate audit reports
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier when necessary
• Install, make changes and repair computer hardware and software
• Remotely monitor systems and proactively troubleshoot endpoints with out of date security patches or antivirus definitions

Who You Are

• Degree in computer science, engineering or equivalent qualification
• 5+ years experience working in a similar or related role
• You have expert level knowledge in Mobile Device Management
• You implemented Zero Touch deployment in a Microsoft or Apple environment
• You have ownership experience with Identity Management in a hybrid Microsoft, Apple, and Google Cloud environment
• Excellent oral and written communication skills
• Proactive and self-motivated, able to work as part of a team in a fast-paced and international environment

Bonus Points

• Experience working with Atlassian JIRA Service Desk

US Employee Benefits

• Competitive Salary + Stock Options 
• Comprehensive and competitive medical, dental, and vision insurance (all LGBT friendly) 
• 401k with up to 4% employer match 
• One Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidance
• Wellness reimbursement program
• Partial cell phone service reimbursement 
• Voluntary LegalShield for legal services and IDShield for identity theft protection
• Unlimited vacation, personal time, and flexible work from home policies 
• Full support for remote work during COVID-19, including a $500 home office and separate WiFi stipend 
• Generous parental leave policies; maternity and parental leave for growing families
• Budget for professional development opportunities, including courses and conference attendance 
• Snacks, drinks, and weekly catered lunches (when our offices reopen) 
• Company sponsored volunteering opportunities (when it is safe to do so) 

Closing

US applicants must be currently authorized to work in the United States on a full-time basis.

*** Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey,  North Carolina, Texas, Vermont, Virginia, Washington ***

If you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)

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The annual cash compensation range for this position is below.  Final compensation will be determined based on experience and skills and may vary from the range listed.

Pay Range

$90,000—$120,000 USD

Our Values

• Be a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the world
• Take Ownership. In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers’ most challenging problems and celebrate the wins together
• Champion Diversity, Equity & Inclusion. Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thrive
• Show Integrity. We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset – let’s do the right thing, even if it’s the harder thing
• Have Fun. Whether your time is here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetime