Job Description

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list. Pattern is the premier partner for global ecommerce acceleration and is headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, the Middle East, and North America. Valued at $2 billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies in America by Inc. More than 100 global brands—like Nestle, Sylvania, Kong, Panasonic, Sorel, Skullcandy, and Popsockets—rely on Pattern's global ecommerce acceleration platform to scale their business around the world. We place employee experience at the center of our business model and have been recognized as one of America's Most Loved Workplaces®. Pattern is seeking an IT Help Desk to support the technical operations and employees in Lehi, UT. You will be based in Serbia, but work USA hours. Your role will ensure that client systems are running efficiently by performing updates and maintenance tasks on hardware and software, resolving technical problems, and overseeing activity levels. You will also provide technical support and guidance to end-users by following in-place IT policies and procedures. What is a day in the life of an IT Help Desk Technician?

• Respond to and resolve help desk requests through tickets, emails, chat, and phone calls
• Properly escalate complex issues to the Systems Administration team
• Set up and remove accounts in compliance to IT policies and procedures
• Provide technical support by utilizing remote desktop software, such as TeamViewer
• Ensure security through established access controls and procedures
• Troubleshoot networking hardware and internet connectivity
• Troubleshoot hardware and software errors by running diagnostics, performing, and documenting resolutions
• Resolve tickets quickly and efficiently to meet in-place SLA policies
• Perform desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions

What will I need to thrive in this role?

• 5 years previous Help Desk support experience
• Resourcefulness and problem-solving aptitude
• Knowledge of how networking equipment operates
• Experience with basic Office 365 administration and Microsoft Exchange
• Experience managing user accounts in Google Workspaces
• Ability to completely follow helpdesk and IT operations best practices such as security, storage, data protection, and disaster recovery protocols
• Ability to work effectively and efficiently in a high volume, fast-paced environment
• Understanding and ability to troubleshoot Windows and MacOS hardware and software
• Excellent written and verbal communication skills
• Effectively prioritize tasks based on level of severity

What does high performance look like?

• Associate's or Bachelor's degree in IT Support or related field
• Experience administrating Google Workspaces suite
• Basic understanding of network principles
• IT industry certifications (A+, Sec+, Net+, MCSA)

Sounds great! What's the company culture? We are looking for individuals who are:

• Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern's processes and outcomes.
• Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner's expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
• Team of Doers - Someone who is a part of team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• Initial phone interview with Pattern's talent acquisition team
• Video interview with a hiring manager
• Video interview with the CIO of Pattern
• Professional reference checks
• Executive review
• Offer

How can I stand out as an applicant?

• Be prepared to talk about professional accomplishments with specific data to quantify examples
• Be ready to talk about how you can add value and be the best addition to the team
• Focus on mentioning how you would be partner obsessed at Pattern
• Be prepared to talk about any side projects related to data and analytics

Why should I work at Pattern? Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include

• Unlimited PTO
• Paid Holidays
• Onsite Fitness Center
• Company Paid Life Insurance
• Casual Dress Code
• Competitive Pay
• Health, Vision, and Dental Insurance
• 401(k)

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.