IT Helpdesk Technician

Who We Are The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future. To date, The Farmer’s Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets. #LongLiveDogs What We Stand For and Where You’ll Come In Our IT group takes pride in representing, and interfacing and being embedded in with the entire organization. We’re looking for an IT Helpdesk Technician to help expand our internal IT capabilities and ensure our technology runs seamlessly throughout the company, delivering meaningful and joyful experiences to our employees. You’ll work closely with employees across the organization to troubleshoot and resolve daily technology issues. One Team: We don’t think of ourselves as “Acquisition Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”. Beyond denoting skill sets and areas of expertise, we don’t think departments matter. We’d rather align ourselves to the goals we’re working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER – getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically. We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere, and we aren’t tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there’s a better or more impactful way to solve problems. We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically. We Execute For Impact: We don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – i.e. acquisition is hyper-focused on improving customer retention and experience. We Are Focused and Work Without Assumption : We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, “what’s the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?”. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don’t expect to be perfect the first time. How You'll Make An Impact • Serve as the face of the IT organization by responding to helpdesk tickets promptly with a customer-focused approach, ensuring employees receive the IT support they need to perform at their best. • Provide on-site support for our Boca Raton office, as well as remote support for employees across the country, addressing both scheduled and unexpected IT needs. • Look for opportunities to improve IT support, processes, and tools to provide employees with a smoother and more enjoyable experience • Assist in troubleshooting and resolving issues related to video conferencing, VoIP and telephony systems, network infrastructure, printers, and other common IT needs, escalating more complex problems to senior IT team members as necessary. • Collaborate cross-functionally to support employee onboarding and offboarding processes. • Assist in maintaining our portfolio of SaaS applications by processing software license requests and providing basic support for SSO-related issues under the guidance of senior IT members. • Set up, configure, and maintain laptops, printers, and other peripheral devices to ensure employees have the necessary tools to perform their work. •…