IT Technical Support Analyst

About FreshBooks
FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and we know that different folks thrive in different working environments: Remote, onsite, and everything in between, you ll find it with us.
The Opportunity - IT Technical Support Analyst
Working with the IT department, you will collaborate with your teammates and our company at
and more. Balancing the focus between day-to-day support and strategic process and
technology improvements.
What You'll Do as an IT Technical Support Analyst
Provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and day-to-day operation of IT infrastructure & systems
Responding to, documenting, and resolving service tickets in a timely manner according to SLAs
Deploy & manage Endpoint equipment, including working with IT vendors for purchasing and shipping equipment.
Deploy, manage, and track user licensing to ensure capacity and to manage equipment lifecycle and inventory
Identify proactive solutions to improve IT Operations activities or end user experience
Maintain and improve documentation on our internal IT process wiki
What You'll Bring to the Role
A minimum of 2-3 years of operational IT experience preferably in a Mac environment
Hands-on experience with desktop imaging and MDM software (e.g. Mosyle, JAMF, Intune, Workspace One, etc)
Experience managing users and computers in an enterprise environment through access management best practices and tools (eg. Okta, SailPoint, Active Directory, etc)
Basic familiarity with Linux, the MacOS command line, or equivalent
Basic knowledge of TCP/IP and Ethernet networks (switches, VLANs)
Experience in inventory management, procurement, and/or logistics
Our Commitments to You
At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego Here are some of the ways FreshBooks recognises and rewards our employees:
Comprehensive Health and Wellness Benefits.
Including retirement savings programs matched to your local office, stock options for every full time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits dependent on your region, and more.

Perks that Matter.
Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
Working Environments to Help You Thrive.
Beautiful office spaces welcome you in Canada and Mexico, and remote FreshBookers receive a home office credit to set up your home office.

Supportive Peer Group, Mentors, and Leaders
- We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.

Accelerated growth.
3 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.
Closing
Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.
FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.