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IT Support Technician
Twelve is a new kind of chemical company built for the climate era. Our breakthrough technology eliminates emissions by turning CO2 into essential products. We are a team of scientists, engineers and problem solvers on a mission to fundamentally shift the way the world addresses climate change and lead the transition to a fossil free future with our carbon transformation technology.
Job Brief
In this role, you will have an impact on Twelve’s mission to lead the way to a fossil free future through carbon transformation. As a member of our collaborative IT (information technology) User Experience Team, you will make an impact by providing technical assistance/support to on-site users of IT tools. This role includes responding to queries, running diagnostic programs, isolating problems, and identifying root causes. You will be solving problems and implementing preventative solutions in this role, reporting to the Manager of Information Technology.
The IT User Experience team services the IT help desk and handles longer term projects which support the growing needs of Twelve, while focusing on innovation and velocity. You will have a unique opportunity to be an integral part of elevating IT support processes and implementing new IT projects/procedures, within a fluid startup environment. We are seeking a customer service focused IT technician with strong verbal and written communication skills, who is excited about Twelve’s mission.
What you will do
- Provide technical assistance and support for incoming tickets and issues related to all information technology systems including applications and hardware.
- Monitor IT service desk ticket queue and respond to reported issues/questions promptly, either in-person, via phone, or by email, with a focus on providing a smooth experience for the user.
- Diagnose and resolve technical hardware and enterprise application issues.
- Basic network issues troubleshooting and system updates management.
- Maintain and expand the IT knowledge base.
- Maintain and support the inventory of computer and mobile equipment, peripherals, and printers.
- Install, configure, and upgrade software and hardware, including conference room audio/visual equipment.
- Train computer users on new and existing enterprise applications and hardware.
- Conduct proactive maintenance and monitoring to ensure systems run smoothly.
- Stay up-to-date with emerging trends in technology.
- Answer escalations from the service desk during your on-call schedule approximately 2 days/week. On-call will vary between weekday and weekend assignments.
Who you are
- You enjoy utilizing your strong customer service skills to provide positive experiences for end users.
- You have strong problem-solving, communication and interpersonal skills.
- You have a bachelor's or associate degree in computer science or a related field. Relevant work experience can be substituted for a degree.
- You have 2+ years of proven experience as an IT support desk staff member or in a similar role.
- You are proficient in multiple enterprise-level applications.
- You are experienced with IT troubleshooting, PC (personal computer) imaging, troubleshooting PC and lab hardware, installing software as well as setting up/configuring mobile devices.
- You are able to work under pressure in a fun, fast-paced environment.
Twelve Benefits
- Medical, dental, and vision coverage
- Paid sick days and vacation
- Competitive salary and equity compensation commensurate with experience
- Diverse and inclusive work environment
We believe that the unique contributions of each individual is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
