IT Service Specialist
Mural’s mission is to inspire teams to connect and innovate, while bringing purpose and intention to the craft of collaboration.
Founded in 2011, Mural is a leading innovator in visual collaboration for hybrid, remote, and distributed teams. We believe in what we build, and our team of more than 600 “Muralistas” around the world collaborate in the Mural® app. Our values guide our intentionally inclusive product and culture, which includes collaboration design education and a flexible monthly stipend for learning, wellness, and coworking.
Mural has raised $200M to date and is growing rapidly to fulfill our mission. The company is trusted by 95% of the Fortune 100, including innovative teams at IBM, Intuit, GitLab, Microsoft, and Atlassian.
ABOUT THE TEAM
The IT Service Specialist is a member of the Information Technology (IT) team within Mural’s Centralized Operations team which includes IT, PMO, Data & Analytics, and Business Strategy Ops. The IT Team is positioned to deliver enterprise class service and support to all Muralistas, following best practices in support, application management, and proactive service management. We value accountability, efficiency, resourcefulness, and going the extra mile as we strive for excellent customer satisfaction. A person in this role will represent and promote our team’s vision to be the go-to team for accelerating Mural’s northstar initiatives.
YOUR MISSION
Your primary responsibility will be servicing a global remote workforce across a variety of hardware and software applications. While managing IT support responsibilities, you will also contribute to the team’s improvement efforts that seek to more quickly resolve issues and minimize problems before they occur. Your efforts will help boost our service levels and customer satisfaction scores.
WHAT YOU'LL DO
- Provide proactive and ad-hoc support to resolve issues with computer hardware (mac and pc), applications, and integrations
- Onboard new Muralistas, ensuring all assets and accounts are set up as needed for Day 1
- Manage user access and role settings across the many services we use and ensure all changes are within compliance
- Enforce compliance policies by actively monitoring statuses and settings
- Collaborate with peers and stakeholders on improvement efforts that seek to provide exemplary service to our users
- Contribute to knowledge base articles, empowering users to quickly address questions or problems
- Take ownership of tasks on projects with technology-related needs, such as integration configurations
WHAT YOU'LL BRING
- 3-5 years technical support and/or customer service experience
- Working knowledge of PC technical support, systems administration, networking, and Windows and Mac operating systems (Linux a plus)
- Proven ability to troubleshoot complex technology issues
- Ability to identify and proactively address improvement opportunities
- Ability to provide remote technical support over chat, phone, and video
- Kindness, empathy, flexibility, patience, and commitment
- Ideally you have experience with MDM, Office365, Google Workspace, Jira/Atlassian suite
- Ideally you have certifications such as CompTIA, Microsoft, Apple, ITIL or KCS
- English level - advanced
Equal Opportunity
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.