L2 IT Support Specialist

Asana is seeking an experienced IT Support Specialist for our growing office in Vancouver, Canada. You will play a critical role in providing Tier 1 support for our users based in Vancouver, as well as in helping to support our team of Asana’s globally. 

You are someone who asks questions, is confident in not knowing everything, and would rather collaborate with others than go it alone. You are crisp and detail oriented, but able to work outside of the boundaries when necessary. On top of your proven history of success, you have a passion for technology and, like us, you value hard work and fun in equal measure. 

What You’Ll Achieve

• Provide in-person support for users in the IT Lounge 
• Respond to user requests via standard support tools like chat and ticketing systems 
• Troubleshoot hardware and software problems with Apple, Windows, and ChromeOS products, including desktop and laptop hardware 
• Build and deploy new laptops using standard deployment tools like JAMF, Intune, Workspace ONE, etc 
• Participate in the IT on-boarding experience and IT welcome sessions 
• Manage system access for Asana’s users 
• Deploy and support software to end-users 
• Manage hardware and software inventory 

About You

• Experience in IT support roles that includes ○ Hardware troubleshooting experience on common business systems including Apple, Windows, and Chromebooks.
• Basic AV and networking skills, including an understanding of video conferencing, WiFi, VPN, etc 
• Experience with being part of a distributed team, whose main HQ might be in another location 
• Experience using and managing ticket-based enterprise workflow management systems, particularly Asana, Zendesk or similar 
• A positive, service-oriented attitude 
• Solid problem solving skills 
• Ability to lift heavy equipment (50+ pounds) as needed