LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

Overview:

You would be joining a global service desk team that is responsible for deskside support for the entire global organization. Our team members are dispersed across the entire globe and this will be a primarily remote position (occasional project-related travel will be expected). 

You’ll be joining the IT Help Desk Organization. The team is embedded within a larger Global Technologies Organization that is responsible for building internal automation products, managing off-the-shelf tool deployments, and IT-related engineering efforts. Within the IT Help Desk organization, you’ll be engaged with your sister teams to accomplish larger level goals.

You will: 

On a daily basis, you’ll be working in our ticketing system and performing the following functions: 

• Customer Support: Provide prompt and courteous technical support to internal users. You’ll ensure that their technical issues are resolved in a timely manner and within our service level goals. 
• Problem Solving: Diagnose, troubleshoot, and resolve hardware and software issues, including laptops and related peripherals. 
• Documentation: You’ll maintain accurate and detailed records of user requests, issues, and resolutions in the help desk ticketing system (ServiceNow). You’ll also write documentation about how to resolve new types of issues. 
• Software Access and Updates: Assist with the installation, configuration, and updates of software applications, operating systems, and drivers.
• User Training: Educate users on basic IT functions, software usage, and best practices to enhance their productivity.
• Inventory Management: Maintain an organized inventory of hardware and software assets, assisting with procurement and asset tracking.
• Collaboration: Collaborate with your teammates and more senior specialists to drive tickets and projects towards completion 
• Continuous Learning: Stay up-to-date with the latest technologies and trends in IT to enhance your knowledge and skills.
• Automation: Identify opportunities for automation in our IT processes and work with our internal development team to implement new solutions to scale our operations via APIs, custom integrations, and workflow automation tools.

You have:

• Excellent verbal, written, and interpersonal communication skills, interfacing effectively with stakeholders of all levels of seniority.
• Deeply diligent documentation of work, solutions, and knowledge articles to proliferate knowledge across a geographically dispersed team.  
• Experience with working in IT platforms like JAMF Pro, JAMF Radar, Active Directory, Okta, Intune, AWS, Google Workspace, 
• Experience with working with Windows and Mac ecosystems (primarily Mac)
• Knowledge of networking such as patching ports, VPN, DHCP, DNS, and TCP/IP.
• Ability to convey technical procedures and train non-technical users, including Microsoft Office, Google Workspace, Windows, Mac.
• Ability to be self-sufficient when it comes to troubleshooting technical issues

Your qualifications are:

• 1-2 years of IT Specialist experience
• Cursory knowledge or certifications in Google Admin, OKTA, JAMF Pro, JAMF Radar, and Intune
• Good understanding and experience with Enterprise Security Protocols
• Understanding of AWS cloud environments
• Excellent ability to differentiate between user intent vs. user requests.

Benefits: 

• Health: medical, mental, dental, and vision
• Time away: vacation, dependent care, holidays, wellness days, and more
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement, native AI learning
• Additional: WFH support, 24/7 access to professional counselors, voluntary ins. coverage, exclusive perks and discounts

Why you’ll love working here: 

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. 

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.