Senior IT Support Specialist - Employee Lifecycle and Endpoint Management

Ripple is looking for a seasoned IT professional to lead and optimize our employee lifecycle processes, including employee on-boarding and off-boarding, account setups/deactivations, and endpoint deployment across 100+ clients. The ideal candidate will have experience in automating device provisioning, managing accounts for new hires/retires and managing IT assets across a large client base, ensuring accurate and timely delivery of assets and accounts. This is an onsite role Monday - Friday.

Mission for the Ripple Support Engineer:
To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you.

Core Values

• Assume Good Intentions
• Best is Best
• Collaborate Always

Beliefs we practice

• Freedom to do your best work

• Ask why, not just how
• Commitment to each other
• Celebrate loudly
• Team performance, family feel
• Style & design make everything better

Purpose

• To deliver a service experience that inspires everyone it touches.

Requirements

The kind of stuff you'll do:

1. Endpoint Deployment & Management:

• Develop, implement and maintain near zero-touch deployment strategies using recommended tools that best fit our client needs.

• Oversee the imaging and configuration of laptops, iPhones, and iPads for clients at scale, ensuring consistency and compliance.

• Develop and document standardized deployment procedures for various device types and user roles across our client base.

2. Employee On-boarding & Off-boarding:

• Collaborate with client PoCs to ensure timely provisioning and deprovisioning of user accounts and access rights.

• Create, modify, and terminate user accounts across various platforms (e.g., Active Directory, Office 365, Azure AD, JumpCloud, etc).

• Automate onboarding/offboarding workflows to enhance efficiency and reduce manual errors.

• Ensure departing employees' data is securely archived, licenses are properly managed and access is revoked promptly in accordance with client requirements.

3. Inventory Management:

• Maintain an accurate inventory of IT assets..

• Conduct regular audits to reconcile physical assets with inventory records.

• Coordinate with vendors for procurement, repairs, and disposal of IT equipment.

4. Process Improvement & Automation:

• Identify opportunities to streamline IT EL (employee lifecycle) processes through automation and scripting.

• Stay updated on emerging technologies to enhance IT service delivery.

• Document procedures and create knowledge base articles for internal use.

5. Support & Troubleshooting:

• Provide Tier 2/3 support for hardware and account issues.

• Collaborate with cross-functional teams to define and resolve gaps found within existing processes.

• Ensure timely resolution of EL support tickets and maintain high customer satisfaction.

How you will know if you are successful:

• Ripple customers will sing your praises often. They will say things like: "Pat is so friendly." "Pat is so helpful." "Pat helped me understand something technical without sounding technical." "Pat never speaks down to me."
• Your fellow Ripplers will sing your praises often. They will say things like: "I know I can always go to Pat for help." "Pat is a real self-starter." "Pat listens to me." "Pat is fun." "Pat just gets the job done."

What you need to bring:

• Ability to communicate empathetically, logically, and clearly in a boatload of different situations. Calm under pressure, graceful under fire, and able to bring the funk at all times
• Natural troubleshooting skills
• Reliable transportation and a good driving record
• Ability to find answers
• Unquenchable desire to grow - personally, and professionally
• A "roll up your sleeves and let's get to it" work ethic
• Both Mac and PC skills
• Use - and create - documentation

Benefits

What we'll bring:

• A workplace of unrivaled flexibility
• Challenging work
• A team that cares about you and your goals
• Good pay
• Group Health, Dental, and Vision Insurance
• Short/Long Term Disability
• Life, Critical Illness, Accident, and Cancer Insurance
• 401(k) Retirement Plan: 3% Employer Contribution, immediately vested
• Amazing clients and coworkers