Junior Helpdesk Specialist

MacPaw is a software company that develops and distributes software for macOS and iOS. Today, our products have more than 30 million users worldwide.

At MacPaw, we believe humans and technology can reach their greatest potential together.

MacPaw is proud to be Ukrainian. The support and development of Ukraine are significant parts of the company’s culture. MacPaw gathers open-minded people who support each other and aspire to change the world around us.

We are looking for a Junior Helpdesk Specialist to join our IT Infrastructure and Support team. 
As the frontline of our technical support operations, you’ll play a critical role in helping Macpawians stay connected, productive, and supported. This is your chance to combine your technical knowledge with your passion for delivering excellent service, all while contributing to a forward-thinking and team-oriented organization. 
If you're ready to make an impact, this could be the perfect role for you!

NB! We expect our new Junior Helpdesk Specialist to be able to visit the office when needed; therefore, we are considering candidates only from Kyiv or the surrounding area.

In this role, you will:

• Support IT onboarding and offboarding of Macpawians: create user accounts, provide needed system access, order and prepare computers and other needed devices, install and modify software, add colleagues to the security database to access the office, delete and close all accesses after the end of cooperation, etc.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, talking clients through basic problem-solving processes
• Diagnose issues with computer software, peripherals, and other office hardware/software, installing and upgrading hardware and software systems to prevent outdated cases and maintain the daily performance of computer systems
• Provide basic computer hardware and software training to employees, write training manuals and policies, supplement the knowledge base
• Coordinate purchases of new hardware and software by selecting vendors and approving conditions, requesting payments, and controlling logistics and supply
• Handle device inventory

Skills you’ll need to bring:

• Good troubleshooting skills, logical thinking
• Good communication skills
• Good technical writing and presentation skills
• Profound experience with Google Sheets / Excel
• Basic knowledge of networking
• Knowledge of MacOS
• Basic knowledge of security principles and understanding of their importance
• At least the Intermediate level of English

As a Plus:

• Experience with Atlassian Jira/Confluence
• Experience with Google Workspace
• Knowledge of other OS (Linux, Windows)

What we offer:

• We are a Ukrainian company, and we stand with Ukraine against the russian aggression
  We maintain workplaces for the mobilized Macpawians and provide financial support to colleagues or their families affected by the war. Here, you can also read about the MacPaw Foundation, which intends to help save the lives of Ukrainian defenders and provide relief to as many civilians as possible: https://macpaw.foundation/.
• We are committed to our veterans
  Our Veteran Career and Empowerment Program is designed to ensure our veterans and active military personnel receive the recognition, support, and opportunities they deserve.
• Hybrid work model
  Whether to work remotely or at the hub is entirely up to you. If you decide to mix it, our Kyiv office, which works as a coworking space, is open around the clock. The office is supplied with UPS and Starlink for an uninterrupted work process.
• Your health always comes first
  We guarantee medical insurance starting on your first working month. For those abroad, you can receive a yearly Medical insurance allowance as compensation for managing your medical expenses.
• Flexible working hours
  You can choose a schedule that is comfortable for you. No one here tracks your clock in/out because MacPaw is built on trust and cooperation.
• Space to grow both professionally and personally
  Whatever your dreams and aspirations are, we have you covered. Education opportunities to grow both hard and soft skills, annual development reviews, and internal community.
• Teams we are proud of
  We build honest, transparent, and reliable relationships within teams. Every Macpawian can improve processes and implement their ideas. We encourage open and constructive feedback and provide training for Macpawians on giving and receiving feedback.
• Office designed for people (and pets)
  Our office has it all: a spacious workplace with enough room for sitting up, lying down, and running around; a gym for recreation; cozy kitchens; a sleeping/meditation room; and a terrace with a view where we throw summer parties. Also, we have two cats living in the office, and you are welcome to bring your pets to the office (we have separate floors for cats and dogs).
• Time-off policy that covers life’s needs
  Convenient personal time-off policy to help you take care of essential matters in your personal life, and parental leaves. On top of all that, sabbaticals are open after 5 years of being with MacPaw.
• Join social initiatives with MacPawCares
  MacPaw participates in numerous humanitarian aid and charity projects across many fields, and you are welcome to jump in to make the world a better place.
• We’re an equal-opportunity employer. Here is a safe place for applicants of all backgrounds
  We are hiring talented humans. Meaning with all our variety of backgrounds and identities, including service members and veterans, women, members of the LGBTQIA+ community, individuals with disabilities, and other often underrepresented groups. MacPaw does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
  
  *Some benefits are under development and valid for 2024, with adjustments possible in 2025.