At Warby Parker, weve proven that businesses can scale, be profitable, & do good in the world. Now, were searching for a motivated IT Support Engineer 1 to join our 70+ person Technology team & help take this mission to the next step.

Our Technology Services team is all about figuring out why an issue exists, where its root cause lies, & how to implement a solution that allows people to self-solve in the future. In this role, you will use your technical savvy to tackle the same sort of questions, engineer even smarter solutions, & support our Help Desk for two offices, two optical labs, & 250+ retail stores. Our ideal candidate is a great collaborator with the technical chops to support the IT needs of our growing company. If you're a driven support engineer who takes your work seriouslybut not yourselfyou may be just what we're looking for. Read on!

What youll do:

• Answer, resolve, or escalate all technology requests coming in from our optical labs, retail locations, & corporate offices
• Take on non-ticket related tasks, such as onboarding new hires with their technology & accounts, hardware purchasing, & asset recycling
• Provide on-site A/V support for events
• Ensure business continuity by responding to, troubleshooting, & resolving internet outages at our retail locations
• Reduce incoming ticket volume by collaborating on a variety of projects to resolve issues quickly & effectively (e.g., stocking our self-service hardware shelf, writing how-to articles)
• Participate in a seven-day, on-call rotation for after-hours support

Who you are:

• Backed by 1+ year of Help Desk support experience, preferably in a large enterprise environment with many remote users
• Experienced with user access management processes, including user account onboarding & offboarding, mid-lifecycle role changes, & access approvals
• Capable of supporting & troubleshooting iOS, macOS, Chrome OS, & Windows devices
• Familiar with basic network protocols & troubleshooting
• An excellent communicator whos confident providing remote assistance over the phone, via chat, or through tickets
• Familiar with the latest troubleshooting techniques, as well as A/V fundamentals
• A proactive, resilient problem solver & multitasker
• Passionate about technology
• Not on the Office of Inspector Generals List of Excluded Individuals/Entities (LEIE)

Extra credit:

• Familiarity with Jamf Pro
• Experience managing user accounts & ChromeOS devices in Google Workspace
• Working knowledge of Active Directory, Okta, or similar identity management tools

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, & dental insurance
• Life & AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)