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IT Support Desk Technician

Lilac Solutions

Lilac Solutions

IT, Customer Service
United States · Remote
Posted on Friday, October 6, 2023

About Lilac Solutions, Inc.

Lilac Solutions is a lithium extraction technology company focused on scaling lithium production for the electric vehicle era. Lilac solves the critical technology problems which today prevent development of the world’s largest lithium resources: low yields, high costs, slow start-up, poor reliability, and massive environmental impacts. Lilac’s technology represents such a step-change in performance and cost that it also unlocks the development of new unconventional lithium deposits with low lithium grades and high impurities, which have historically been impossible to produce. In 2021, Lilac raised $150M in Series B financing from investors including T. Rowe Price, Lowercarbon Capital, Breakthrough Energy Ventures, Sumitomo, BMW and SK Materials. Lilac is committed to building a diverse and inclusive workplace.

Job Description

Lilac is looking for an experienced IT Support Desk Technician to provide world-class support for all IT services related to endpoint, application, access and account related needs. Team member will also be responsible for all incidents related to email, account, endpoint and infrastructure related alerts from various monitoring tools. You will be the front line in helping understand customer needs/pain-points and delivering appropriate solutions. This role will be full-time based remotely in the United States.

Responsibilities

  • Serve as primary point for tickets related to user authorization, access management, account configuration, and software configuration/troubleshooting support in a Microsoft Azure ecosystem.
  • Responsible for user and security related threat reporting and investigation (email, endpoint and account level threats)
  • Ensure all Service Desk support tickets are completed within defined service-level agreements
  • Assist in reviewing, maintaining, and improving internal support documentation
  • Troubleshoot problems with computer software/hardware and make repairs and corrections as required.
  • Be prepared to partner with vendors to resolve end user issues.
  • Be prepared to solve complex software calls or work with the appropriate staff to resolve issues.
  • Support remote computing and telecommuting clients.
  • Manage multiple work streams under compressed timeframes
  • Answer company help lines and emails for general Service Desk support services within defined service-level agreements
  • Will need to work shift or rotating hours as required.
  • Ability to articulate in both technical and user-friendly language.
  • Excellent written and oral communication skills; excellent listening and interpersonal skills; Proficient in multi-tasking; able to prioritize and execute tasks.
  • Ability to maintain the confidentiality of sensitive/executive information.

Candidate Qualifications

  • 3-5 years of experience working in a technical support role
  • 3-5 years of experience with Azure Active Directory, Intune, Sentinel and Defender Security services
  • Experience with Microsoft Windows, Microsoft Teams, Microsoft Office 365 and Microsoft SharePoint.
  • Knowledge of TCP/IP networking, and related network services (I.E., DNS, SNTP, DHCP, etc.)
  • Great Diagnostic and troubleshooting skills.
  • Excellent written and verbal communication skills.
  • Ability to articulate in both technical and user-friendly language.
  • Proficient in multi-tasking; able to prioritize and execute tasks.

Preferred Skills

  • PowerShell or Python experience
  • Spanish Language

Compensation

  • Salary range: $70k-$90k annually (commensurate with experience)
  • Stock options
  • Health, dental, and vision insurance
  • Short-term and long-term disability insurance
  • 401k with pre- and post-tax investing options
  • Flexible spending account/Health savings account
  • Group and term life
  • Flexible paid time off policy
  • Paid sick leave
  • Eight weeks of paid parental leave
  • Employee assistance program
  • Monthly phone stipend