It Support Specialist Ii

Company Description

Reverb is the largest online marketplace dedicated to buying and selling ``new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We believe that music makes the world a better place, which is why our mission is to make the world more musical. Through Reverb Gives, a portion of every sale provides youth music education programs across the world with instruments they need to make music.

We are seeking a forward-thinking, organized, and friendly IT Support Specialist II to join us. It’s an exciting time for the IT team! We are rethinking activities and functions across Reverb's technology and fueling connections while we work in a flexible work model. Your role will be defined by critical thinking coupled with front-end support and will involve collaboration with all corners of the company.

As an IT Support Specialist II, you will be willing to roll up your sleeves and pitch in to support the IT tools and provide excellent service to enhance the tech lives of Reverb’s internal users.

You’ll be poised and eager to dive into the front lines while using our values to drive decision-making. You will constantly be coming up with creative ways to tackle problems, improve on existing processes, and build tools that improve workflows. Of course, you’ll do all of this while conveying a cheerful, positive, and calming influence on our dynamic workplace.

In this role, you will

• Troubleshoot hardware and software while delivering top-notch support to employees.
• Work in an agile environment, participating in sprint planning, delivering work, and contributing to a retrospective.
• Share responsibility for the operations and support for a variety of business applications including JumpCloud/Okta, Jamf Pro, Atlassian products, G Suite, and Slack.
• Find opportunities for reducing toil and avoiding technical debt to reduce support and operations load on the team.
• Help strengthen the team with collaboration, processes, and workflows.
• Be a vital part of the onboarding and off-boarding for employee hardware and account access.
• Document procedures, policies, technical instructions, and other documentation needs.
• Support in office tech needs such as Google Meet AV hardware, computer support, and wifi triaging

Qualifications

You are a resourceful, adaptable, and confident person who will help make our Chicago office a happy and productive place to work. To be successful in the role, you have:

• A creative, curious, and eager-to-learn mentality.
• Passion about your customer's experience.
• The understanding of the importance of workflow efficiency and believe in continuous improvement for yourself and your team.
• Eagerness to create documentation (have fun throwing in a music pun!) and share knowledge with others.
• Superb communication skills in person, via email/tickets, and Slack.
• Strong experience with Mac operating systems and tools similar to Jamf Pro and JumpCloud/Okta.
• Familiarity with working with identity providers in an enterprise environment.
• Desire to be a subject matter expert in one or more major tools used by the IT team.
• Confidence to create solutions for processes that can be improved, issues being experienced, and help predict future hurdles.
• Ability to step up as a mentor for the team as needed
• Experience in using service desk tools for handling helpdesk tickets.

Additional Information

This is a full-time position located in Chicago, reporting to the Engineering Manager, IT. The base salary range will be $63,000 - $81,000 USD per year.

Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy-restricted stock units. Some of our key benefits include but are not limited to the following:

• Up to $25,000 reimbursement of adoption and/or surrogacy-related expenses
• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
• Access to free supplemental online mental health services and meditation apps Ways to give back to your community through a charitable contribution match and volunteer time off
• Life, AD&D, and supplemental long-and short-term disability insurance
• Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft, LinkedIn Learning and Codecademy
• 18 weeks of gender-neutral parental leave for the birth or adoption of a child
• Paid sabbatical program
• A matching 401(k)
• 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender-affirming care.
• $1,000 annual work/life stipend

At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!