IT Support Specialist


San Francisco, CA, US
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 05/28/2021
  • Website:
  • Company Address: 303 2nd Street Suite 750, South Tower, San Francisco, CA, 94107

About TrueAccord

TrueAccord is the leader in digital collections. By focusing on great user experiences, TrueAccord provides businesses with superior debt collection results. Our machine learning platform adapts to consumer behavior with personalized and empathetic communications to deliver the right payment option at the right time and channel.

Job Description

Why TrueAccord?
TrueAccord is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process. 
With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.
The Role:
As our IT Support Specialist, you will provide insightful and friendly advice, and hands-on technical support to internal customers in need. You quickly diagnose device and application issues, explaining situations with patience and empathy. After determining whether repairs can be made or a replacement is needed, you offer solutions to quickly get users up and running again with minimum disruption to their work. You fulfill our service commitment while providing exceptional customer service. Finally, you earn the confidence of customers and co-workers alike as you offer guidance, knowledge, and even tips and training.
We utilize Mac computers along with a suite of cloud apps provisioned in Okta. 

Essential Responsibilities:

    • Promote the perception of all IT as a preferred technology service provider by maintaining a pleasant, comfortable and inviting service environment and by guiding customers to the most effective avenue of support
    • Install, troubleshoot and repair computer hardware (PC, Mac, Printers and other devices)
    • Install hardware and peripherals
    • Instruct and assist end users in the use of computer equipment, software and accessories
    • Manage new hire on-boarding process
    • Identify needs, procure and manage local IT supplies
    • Document all support activity within the Zendesk ticketing tool
    • Assist in creating and maintaining documentation on Helpdesk policies and user support
    • Train users on supported applications and security policies
    • Support wired and wireless networks
    • Support our Zendesk and Twilio environments

Qualifications, Skills, and Experience:

    • 3 years of experience in a fast-paced organization administering, operating, problem solving, troubleshooting, maintaining and securing desktops and laptops.
    • Proven experience with client communications, maintaining composure and customer focus while troubleshooting and solving technical issues.
    • Demonstrated experience in communicating complex technical concepts in simple language.
    • Experience with Google, Apple, and Microsoft products in an Enterprise environment; Knowledge of Mac is a must
    • Experience prioritizing and completing multiple tasks simultaneously.
    • Bachelor’s degree or related technical education
    • Experience tracking incidents via ticketing system, understanding metrics, trends, and themes. 
    • Basic networking knowledge
    • Experience with Zendesk and Twilio highly preferred

Nice to Haves:

    • Experience working with Jamf, Okta, Google Workspace, Microsoft 365, Atlassian, or other SaaS/Cloud based applications
    • Apple Certified Support Professional certification
    • Knowledge of Firewalls, API’s and physical security devices
What TrueAccord offers you + Culture & Benefits
TrueAccord is a distributed company with a major presence in the San Francisco Bay area and Lenexa, KS. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change.
We offer:
*** Generous paid time off
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health, dental and vision benefits
*** 401K with matching
Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
Our Dedication to Diversity & Inclusion
TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.