Job Details

Senior IT Services Specialist

Jama Software, Portland, OR

Job - Technology

Close Date: 01/31/2020

Jama Software provides the leading platform for requirements, risk and test management. With Jama Connect and industry-focused services, teams building complex products, systems and software improve cycle times, increase quality, reduce rework and minimize effort proving compliance. Representing the forefront of modern development, Jama’s growing customer base of more than 600 organizations includes Panasonic, Boston Scientific, Lyft, Deloitte, General Dynamics, Alight and Caterpillar.

What you’ll get to do:

As IT Services Specialist, you will be part of an innovative IT services team that is responsible for Jama’s information technology including software, laptops, and infrastructure. You will manage and respond to IT support requests, track IT inventory, and assist in setting up and supporting desktop environments. In this role you will manage, configure, and use automation to support our end users and to enforce Mac/Windows/Linux laptop standards and policies. You will be expected to understand and support the architecture and implementation of critical systems across the company. We are looking for a candidate who has strong interpersonal skills combined with strong technical ability. The candidate must have great troubleshooting skills, be a problem solver, and be self-directed.   

Lead operation of helpdesk activities, providing top-tier service for employee support requests and all company sites
Administer service desk, managing user tickets and escalations
Provide “Tier 2” technical support for complex or escalated helpdesk tickets, leading troubleshooting efforts and resolving complex technical issues
Administer and configure the helpdesk ticketing system
Create and update script-based automation for tasks such as systems builds, package deployment, and device management
Manage and configure our enterprise device management systems such as Jamf (MacOS and iOS) and System Center Configuration Manager (SCCM)(Windows)
Implement and maintain security policies on end user hardware and software
Track end-user satisfaction (CSAT) scores for desktop support services and conduct end user follow up for service exceptions
Manage hardware and licensing inventory, including procurement and end of life activities
Coach, mentor, and support specialists with technical training and skill development
Create and manage desktop support procedures and documentation
Stay current with industry trends and technology advancement
Respond to, diagnose, and resolve IT help desk tickets in a timely manner, including documenting the request and solution and keeping the ticketing system up to date
Provide support for MacOS and Windows 10, as well as software and SaaS applications such as Microsoft Office 365, Zoom, Okta, Slack, and several hundred others
Aid users in the effective use of and training in computer hardware, OS, software, and telephony technologies
Create support and how-to documentation for end users; create IT procedure documentation and checklists
Administer user accounts changes (add, remove, updates) in Active Directory, SaaS platforms, and software
Assign and track hardware, software licensing, and accessories including hard and softphone telephony (VOIP)
Set up new laptops and install software; wipe laptops upon return
Support Zoom MacOS/iOS and A/V conference room hardware including large events and meetings
Provide some assistance as needed outside of typical business hours such as occasional after-hours critical support (quite infrequent but important for customer service)
Meet expected service levels and provide exceptional user experience
Promote understanding of and compliance with Jama’s security policies and procedures

Education and Experience:

Bachelor’s degree in IT, computer science, engineering or related field; or equivalent combination of education and experience
Certifications in one or more relevant technologies is a plus
Minimum of 5 years with both MacOS and Windows support experience with demonstrated skill advancement (emphasis on MacOS)
Deep technical knowledge of desktop and end user technologies such as hardware (laptops), operating systems (Windows, MacOS), mobile devices (iOS, Android), VOIP telephony, peripherals, and conference room A/V
Extensive knowledge of Office 365, SharePoint, OneDrive, Exchange, PowerShell, Active Directory, networking, and current desktop technology
Experience with Linux and Window Server
Able to demonstrate experience with running and modifying scripts and task automation
Experience in Software/SaaS industry is preferred

Ideal Candidate:

You see every helpdesk ticket as an opportunity to create a meaningful user experience with outstanding customer service
You speak in layman’s terms and understand phrases like “whatcha ma call it”, “thingy-ma-bob”, and “it’s stuck”
You have the patience of a saint, the heart of a teacher, and the magic of a wizard
You love to inspire the people you work with at creating meaningful relationships with our end users so you can be a valuable resource to our next phase of growth and understand what our end users need before they do.
You are self-motived, timely, can multi-task, deliver on goals, work under pressure and solution-oriented
Extensive experience developing scripting and task automation; experience analyzing manual processes and developing automated workflows
Exceptional customer-centric and service orientation
Experience working with external vendors to resolve issues and manage project initiatives
Excellent written and verbal communication with dexterity communicating with technical and non-technical users
Strong technical, problem resolution, and analytical skills; able to multitask and prioritize effectively.
Experience with administrative technologies such as helpdesk ticketing systems
Proven ability to work collaboratively
Strong technical, problem resolution and analytical skills; able to multitask and prioritize effectively
Strong verbal and written communications skills
Able to clearly and accurately communicate ideas to technical and non-technical customers
Schedule flexibility and willingness to periodically work nights/weekends and to participate in off-hours on-call schedule when needed
Experience working with a diverse employee base across remote and international business environments
Desire to grow and learn


If we’ve intrigued you and you are the right candidate for the role, we will offer: 

A chance to contribute to a company developing a compelling, category defining product
Challenging and fun work with a chance to make distinct, company-shaping tangible contributions
An energized and ambitious team of people on a mission
Competitive cash and equity compensation
Comprehensive and affordable medical, dental and vision plans as well as pre-tax savings accounts and a generous 401(k) employer match 
Time-off and leave programs designed to meet critical needs for rejuvenation and, when needed, extra support to cope with life events
Flexible, creative workplace that includes a modern, open plan office with ample creative workspaces, monthly lunches and bagel days, a stocked kitchen and many ad hoc fun events that ensure we both work hard and play hard at Jama

Jama Software is an Affirmative Action/Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, disability, genetic information or that of their relatives, friends or associates or any other characteristic protected under federal, state, or applicable law.

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