Desktop Support Specialist

At SailPoint, our information technology team is the foundation that enables our entire organization to innovate securely and effectively. We provide our crew with a clear, actionable roadmap for success, outlining specific, measurable, and time-based goals. This empowers you to take ownership of your role, ramp up quickly, and see your direct impact. We are seeking an experienced and dynamic IT professional to support SailPoint crew members. This position will be responsible for providing technical support to SailPoint crew members in their respective region as well as coordinating escalations, logistics and other support needs for team members globally. Responsibilities: Act as the primary responder for all incoming technical support issues. Perform hands-on and remote troubleshooting, maintenance, and setup for all end-user equipment and applications. Execute daily administrative tasks within Active Directory, Office 365, and other assigned systems. Continuously author documentation for solutions, support procedures, and system processes. Utilize our service desk software to clearly and efficiently track tasks, resolutions, and time. Work with other Helpdesk team members to coordinate end-user support and escalations. The Path to success: Within Your First 30 Days Master Core Systems & Processes: Complete onboarding on our key technologies (Active Directory, O365) and service desk software. Your goal is to independently handle all basic user account modifications and ticket documentation procedures. Resolve Initial Support Tickets: After one-two weeks of shadowing senior team members, you will begin to address and resolve a minimum of 3-8 Level 1 support tickets per day, focusing on hardware and software troubleshooting. Create Initial Documentation: Author at least two, or update existing, "how-to" articles for our internal knowledge base, documenting the solutions to common issues you resolve. Within Your First 60 Days Increase Support Velocity: Independently manage and resolve an average of 5-10 Level 1support tickets daily, expanding your scope to include more complex tickets and issues. Execute Preventative Maintenance: Take responsibility for and complete a full cycle of scheduled preventative maintenance checks and software updates for a designated set of end-user equipment. Coordinate Escalations: Identify, document, and properly escalate at least complex issues to our infrastructure or development teams. Within Your First 90 Days Achieve Full Ticket Ownership: Be fully ramped and capable of resolving any ticket that enters the queue, or able to identify and escalate to the proper team, meeting or exceeding team metrics for resolution time. Document a Key Process: Analyze your ticket history to identify a recurring issue, then create a comprehensive document outlining the process for troubleshooting and resolving it from start to finish. Identify reoccurring issues: Identify reoccurring issues and propose comprehensive action plans on how to mitigate continued problems. Education: HS Diploma or equivalent required. Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint. As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD): $54,300 - $91,568.00 Base salaries for employees based in other locations are competitive for the employee’s home location. Benefits Overview 1. Health and wellness coverage: Medical, dental, and vision insurance 2. Disability coverage: Short-term and long-term disability 3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D) 4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children 5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account 6. Financial security: 401(k) Savings and Investment Plan with company matching 7. Time off benefits: Flexible vacation policy 8. Holidays: 8 paid holidays annually 9. Sick leave 10. Parental support: Paid parental leave 11. Employee Assistance Program (EAP) and Care Counselors 12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options 13. Health Savings Account (HSA) with employer contribution SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.   Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.