At WHOOP, we're on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives. 

WHOOP is currently searching for a Lead IT Support Specialist to join our Helpdesk team responsible for the end-to-end IT support for our growing, global company. 

RESPONSIBILITIES

• Provide high quality support to WHOOP staff, both in the office and remote, in areas such as: Mac/OS X, Windows, printers, basic networking issues, VoIP, remote access, internal web applications, and mobile devices
• Effectively work through inbound requests coming from the ticketing system, email, Slack and walkups
• Contribute to the maintenance of a well organized internal knowledge base
• Help run, maintain, and train users on video conferencing, collaboration and business applications
• Onboard new hires, including provisioning of computers, accounts, and peripherals
• Support Asset management best practices (computers, monitors, other hardware, software licenses)
• Take a proactive approach to providing solutions and drive continuous improvement
• Mentor Co-Ops and junior staff
• Support vendor evaluations and helpdesk operational reporting

QUALIFICATIONS

• 5+ years of experience in IT support
• Experience working in an IT site lead/support lead capacity
• Deep understanding of enterprise infrastructure, identity, and collaboration tools
• Prior experience with administration and support of business applications such as: Google Workspace, Dropbox, Microsoft Office, Slack, Atlassian, Zoom, Active Directory, Okta, Mimecast, VPN and VoIP, AV setup/troubleshooting
• Experience setting up and maintaining endpoint configuration management tools such as Kandji, Jamf and Intune
• Ability to work across multiple departments, tailoring solutions when necessary and accepting of feedback from the employee base
• Experience with troubleshooting wired and wireless networks; familiar with protocols such as TCP/UDP, DHCP, and DNS
• Ability to occasionally work off-hours and weekends
• Experience implementing and enforcing Information Security best practices

DESIRED

• ITIL certification
• Advanced administration experience with Google Workspace, Slack, and Okta
• Experience supporting AV for large presentations

This role is based in the WHOOP office located in Boston, MA. The successful candidate must be prepared to relocate if necessary to work out of the Boston, MA office.

WHOOP is an Equal Opportunity Employer and participates in E-verify to determine employment eligibility.