Business Technology Service Desk

The GitLab  DevSecOps platform  empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the  world’s largest all-remote companies  with 2,000+ team members and  values  that foster a culture where people embrace the belief that everyone can contribute. Learn more about  Life at GitLab . An overview of this role Gitlab is a fast-growing company that supports a substantial technology stack. The demand for support has increased over the years, and we are looking to build a team of service desk analysts to help our team members navigate the ever-changing world of business technology. Your role will be to provide world-class support as part of the service desk team to help manage requests as they are submitted, understand what is being asked and provide a solution, offer documentation, or help escalate the issue to the appropriate channel and take away the guesswork from our team members.  What you’ll do    Triage all Business Technology and Enterprise Applications questions as they arise Enrich the knowledge base and known error database in the Business Technology handbook to help with future troubleshooting. Navigate assigned applications to support common identity-related tasks such as account creation, password or MFA reset, and other profile-related tasks. Provide first-level troubleshooting support for business applications. Capture and document troubleshooting steps to help resolve issues if escalation is necessary. Provide initial training to Gitlab team members for new technology or applications. Use all available support channels to resolve issues, including but not limited to phone, web meetings, collaboration tools, or remote desktop technology. Perform scheduled tasks in support of compliance or application maintenance activities. What you’ll bring  Bachelor’s degree in Information Technology, Computer Science,or other related field, or relevant experience. Experience navigating administrative portals for software applications (Netsuite, Salesforce, Google Workspace, Okta). Hands-on experience supporting Mac and or Linux. Tolerance for repetitive or manual tasks, with a mind for automating said tasks. An active/empathic listener Experience working on ITSM tools such as ServiceNow, Freshservice, Jira Service Management. Experience in using developer tools to isolate between network, personal computer or application issues. About the team The Business Technology Operations Team is responsible for the day-to-day operations supporting Gitlab’s critical business applications by providing technical support, incident, service, change, release, and problem management. This team helps manage Gitlab’s resources to help make the most out of its investments by applying operational efficiencies, improving processes, and maintaining the availability of business technology services for the company. How GitLab will support you Benefits to support your health, finances, and well-being All remote , asynchronous work environment Flexible Paid Time Off Team Member Resource Groups Equity Compensation & Employee Stock Purchase Plan Growth and development budget  Parental leave   Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also  GitLab’s EEO Policy  and  EEO is the Law . If you have a disability or special need that requires  accommodation , please let us know during the  recruiting process .