IT Service Desk Technician

About Paysafe 
Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

Your career starts here. Help us build and deliver innovative payment solutions.  

To help us fuel accelerated growth, we are looking for an experienced IT Service Desk Technician. This role is based in Jacksonville, Florida and offers a flexible hybrid work environment where you will have a blend of 3 in-office days and 2 at home office days during the work week.

Position Overview:

This position maintains a high degree of responsibility and serves a critical role in supporting the technical needs of our Jacksonville office and users across the Americas.

Essential Duties and Responsibilities:

• Regular review of support tickets, ensuring regular communications to users to meet SLAs.
• Supporting the Executive team (White Glove service)
• Maintaining IT equipment inventory.
• Configuring and deploying laptops (Windows and MacOS) for new joiners, breakage, and upgrades.
• Analyzing gaps and opportunities for day-to-day process improvements within the Service Desk
• Preparing and maintaining Service Desk procedural user guides and troubleshooting documentation.
• Internal IT support for Office, conference rooms, workstations, laptops, phones etc.
• Participation in IT infrastructure-related operations (initial installation and configuration of IT equipment and networks) together with Corp IT Infrastructure team
• Providing direct user support for Mac OS and Microsoft based laptops, user access to corporate network and applications both on the network as well as through remote VPN access.
• Provide direct user support for office relocations and expansions.
• Support, coordinate, and drive local IT projects.

You Can:

• Experience with Microsoft Windows OS 10/11, Apple/MacOS, Powershell, strong expertise in MS Office Products + Office 365
• Strong knowledge of PC and peripheral devices hardware and technical parameters
• Excellent knowledge in all MS Office 365 Products
• Knowledge of MS Windows domain structure
• Understanding of TCP/IP, VPN, DHCP, DNS
• Experience with Azure, MS Active Directory and MS Exchange essential.
• Excellent organization, communication, and time-management skills
• Knowledge in deploying and supporting desktops/laptops using Autopilot deployment
• Ability to deal with confidential issues and work under pressure.
• Ability to work autonomously and prioritize workload.
• Experience with MDM (JAMF, Intune,)
• Strong customer service, organizational & communication skills are required

Education and Experience:

• Degree and/or equivalent experience
• Valid US work authorization
• At least 2 years’ experience working in IT support 

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact. 

Equal Employment Opportunity:

We provide equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.