Specialist, Helpdesk at Housecall

Why Housecall Pro? Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together—no matter where they’re based. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros. We also offer: • A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k) • Paid holidays and flexible, take-it-as-you-need-it paid time off • Equity in a rapidly growing startup backed by top-tier VCs • Monthly tech reimbursements • A culture built on innovation that values big ideas, no matter where they come from Role Overview: This position is based in Denver, CO with a hybrid schedule. However, we are open to considering remote arrangements on a case-by-case basis for candidates outside the local area. As a Specialist, Helpdesk, you provide technical support and assistance to internal teams, ensuring that their technology needs are met efficiently and effectively. You troubleshoot issues related to hardware, software, and network systems, resolving problems to minimize downtime and ensure smooth operations. You excel at identifying and resolving technical issues quickly, while providing excellent customer service. By managing helpdesk tickets, escalating issues when necessary, and providing guidance to end users, you play a key role in maintaining the company’s IT infrastructure and ensuring optimal performance. Our team is passionate, empathetic, hardworking, and laser-focused on improving the lives of our service professionals (our Pros). Our success is their success. What you do each day: • Provide first-level technical support to end users for hardware, software, and network-related issues • Prioritize helpdesk tickets, ensuring timely resolution of technical problems • Troubleshoot and resolve IT issues remotely or in-person, escalating complex problems to the appropriate teams as necessary • Set up, configure, and maintain desktop computers, laptops, and peripheral devices • Assist in the deployment of software updates, patches, and new systems, ensuring minimal disruption to end users • Provide support for office productivity tools, including email, collaboration software, and mobile devices • Document technical issues, solutions, and best practices to build a knowledge base for future troubleshooting • Assist in onboarding new employees, setting up accounts, and ensuring they have access to necessary IT resource • Work closely with other IT team members to ensure the overall stability and performance of the company’s IT systems • Ensure that all IT operations comply with company policies, security standards, and best practices Qualifications: • 1+ years of experience in IT support, helpdesk, or a similar role • Strong knowledge of troubleshooting hardware, software, and network issues • Experience with helpdesk ticketing systems and support tools (i.e., Jira, ServiceNow, Zendesk) • Bachelor’s degree in IT, Computer Science, or a related field, or equivalent work experience required • Familiarity with Windows, macOS, and mobile operating systems What will help you succeed: • Excellent problem-solving skills with the ability to resolve technical issues quickly and efficiently • Strong customer service orientation, with the ability to communicate technical information clearly to non-technical users • Attention to detail and organizational skills, with a focus on managing multiple tasks and priorities • Ability to work independently and collaboratively in a fast-paced environment • Proactive approach to identifying and resolving technical issues before they escalate Location Dependent Information This role is open to candidates and the expected salary range for this role is $57,500-$71,500. The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth. Privacy Notice for California Job Candidates - Housecall Pro Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service. Housecall Pro’s brand portfolio includes Business Coaching by Housecall Pro, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success. We support more than 50,000 businesses and have over 2,000 ambitious, mission-driven, genuinely fun-loving teammates across the globe. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you. Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. #LI-Remote