IT Helpdesk Support

About this role

Responsibilities

• End-User Support & Ticket Handling
• Serve as a first-line point of contact for IT-related issues and requests.
• Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed.
• Resolve basic / well-defined issues such as:
• Password resets and SSO access issues
• Standard software install/uninstall requests
• Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools
• Follow documented troubleshooting steps and escalation procedures consistently, keeping users informed on ticket status.
• Access Management & Identity
• Process standard access requests for company tools following least-privilege and access-minimization principles.
• Use JumpCloud and other IAM tooling to:
• Provision/deprovision users
• Assign/remove application access
• Enforce MFA and basic security controls
• Validate approvals (manager + application owner) before granting access and document changes in Freshservice.
• Device & Endpoint Support
• Support laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards.
• Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors).
• Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation.
• Documentation & Knowledge
• Follow existing knowledge base articles in Bloomroom – IT Helpdesk and contribute updates for common issues and workflows.
• Document resolutions and workarounds clearly in tickets to support future self-service and reduce repeat incidents.
• Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see.
• Collaboration & Security Culture
• Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes.
• Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity).
• Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.
• Required Qualifications & Experience
• 0–2 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part-time roles welcome).
• Basic understanding of:
• Operating systems (Windows and/or macOS)
• Networking fundamentals (Wi-Fi, VPN, basic connectivity troubleshooting)
• SaaS concepts and SSO/identity providers
• Strong customer service orientation with clear, professional written and verbal communication in English.
• Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope.
• Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience).
• Preferred Qualifications
• Exposure to or interest in:
• Google Workspace, Slack, Zoom, and other modern collaboration tools
• Ticketing tools such as Freshservice, Zendesk, or ServiceNow
• Identity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO)
• Basic awareness of information security concepts (least privilege, MFA, phishing, secure handling of data).
• Entry-level certifications a plus (e.g., CompTIA A+, ITF+, Google IT Support, or similar).
• Growth Expectations (Bloomreach Career Architecture)
• This role is mapped to P1 – Novice Contributor in the Bloomreach career architecture:
• Demonstrates potential and intrinsic motivation, with limited prior industry experience.
• Handles basic, well-defined tasks and contributes to team projects under close supervision.
• Applies foundational knowledge and problem-solving skills to straightforward issues, escalating when complexity increases.
• Focuses on building core competencies in:
• Technical troubleshooting
• Tool and process familiarity (Freshservice, JumpCloud, core SaaS)
• Communication and collaboration with peers and stakeholders
• Performance and growth will be evaluated against these expectations and the broader Bloomreach values and career architecture guidelines.
• Career Growth
• Success in this role prepares you for progression to P2 (Developing Professional) roles in:
• IT Helpdesk / Service Desk (greater ownership, more complex issues)
• IT Infrastructure / Systems Administration
• Security Operations (SOC Analyst, Product Security)
• Broader GIST and G&A roles aligned with your strengths and interests
• You’ll be supported with on-the-job training, peer mentoring, and access to learning resources as defined in Bloomreach’s Career Architecture and development programs.
• More things you'll like about Bloomreach:
• Culture:
• A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one.
• We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication.
• We believe in flexible working hours to accommodate your working style.
• We work virtual-first with several Bloomreach Hubs available across three continents.
• We organize company events to experience the global spirit of the company and get excited about what's ahead.
• We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.
• The Bloomreach Glassdoor page elaborates on our stellar 4.4/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5
• Personal Development:
• We have a People Development Program -- participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.
• Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.*
• Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.
• Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*
• Well-being:
• The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.*
• Subscription to Calm - sleep and meditation app.*
• We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.
• We facilitate sports, yoga, and meditation opportunities for each other.
• Extended parental leave up to 26 calendar weeks for Primary Caregivers.*