IT Service Specialist

Mural, the leading visual work platform for the enterprise, makes teamwork feel like less work. Our intuitive visual workspace enables teams to easily work together and collaborate better using proven design-thinking techniques. Built for enterprise teams, Mural meets the most stringent of IT and regulatory requirements. Industry leaders — including IBM, ‌Microsoft, SAP, and Abercrombie & Fitch — choose Mural to help their teams accelerate innovation and problem solving at scale. Whether your team is fully remote, distributed, in the office, or still figuring it out, Mural brings teams across the enterprise together to do the work that matters most.

ABOUT THE TEAM
The IT Service Specialist is a member of the Information Technology (IT) team within Mural’s Centralized Operations team which includes IT, PMO, Data & Analytics, and Business Strategy Ops. The IT Team is positioned to deliver enterprise class service and support to all Muralistas, following best practices in support, application management, and proactive service management. We value accountability, efficiency, resourcefulness, and going the extra mile as we strive for excellent customer satisfaction. A person in this role will represent and promote our team’s vision to be the go-to team for accelerating Mural’s northstar initiatives.
YOUR MISSION
Your primary responsibility will be servicing a global remote workforce across a variety of hardware and software applications. While managing IT support responsibilities, you will also contribute to the team’s improvement efforts that seek to more quickly resolve issues and minimize problems before they occur. Your efforts will help boost our service levels and customer satisfaction scores.
WHAT YOU’LL DO

• Provide proactive and ad-hoc support to resolve issues with computer hardware (mac and pc), applications, and integrations
• Onboard new Muralistas, ensuring all assets and accounts are set up as needed
• Manage user access and role settings across the many services we use and ensure all changes are within compliance
• Enforce compliance policies by actively monitoring statuses and settings
• Collaborate with peers and stakeholders on improvement efforts that seek to provide exemplary service to our users
• Contribute to knowledge base articles, empowering users to quickly address questions or problems
• Take ownership of tasks on projects with technology-related needs, such as integration configurations

WHAT YOU’LL BRING

• 3+ years technical support and/or customer service experience
• Working knowledge of PC technical support, systems administration, networking, and Windows and Mac operating systems (Linux a plus)
• Proven ability to troubleshoot complex technology issues
• Ability to identify and proactively address improvement opportunities
• Ability to provide remote technical support over chat, phone, and video
• Kindness, empathy, flexibility, patience, and commitment