IT Support Junior Technician

Job Description

Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis. Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible. In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization. Visit www.arcadia.com.

Join our dynamic IT team as a Junior IT Support Technician, where you will be the first point of contact for technical excellence. This is a fast-paced role where you will handle a wide range of support tasks-from hardware troubleshooting to access management. We are looking for an eager learner who uses modern tools like AI and Jira to work smarter, resolve tickets faster, and provide a top-tier experience for our global workforce. This is a shift-based role (24x5) supporting a global team.

Responsibilities

• Technical Troubleshooting: Provide comprehensive support for macOS and Windows environments. Manage the full ticket lifecycle-from initial intake to final resolution-encompassing hardware diagnostics, software provisioning, and complex systems troubleshooting
• Access Management: Handle the day-to-day execution of onboarding and offboarding, ensuring users have the correct access to internal systems and SaaS platforms (Google Workspace, Slack, etc.).
• AI-Enabled Troubleshooting: Use AI tools as a daily assistant to research solutions for technical issues, draft clear user documentation, and improve the speed and accuracy of your ticket resolutions.
• Jira Ticket Ownership: Manage your ticket queue within Jira Service Desk effectively. While you will handle standard requests independently, you will work with Senior technicians for any complex Jira project customizations.
• Process Execution: Work within established automated workflows to ensure IT data and Asset Management boards stay updated and accurate.
• Global Support: Support the wider IT team in maintaining office technology and internal infrastructure across our global locations.
• Mentorship & Growth: Actively learn from Senior technicians to grow your skills in advanced troubleshooting, Jira administration, and workflow automation.

Requirements

• Experience: 1-3 years of experience in an IT Helpdesk or technical support environment.
• OS Foundations: Solid basic knowledge of macOS and Windows troubleshooting.
• Access Management: Familiarity with managing user accounts in tools like Google Workspace, Slack, or Zoom.
• AI & Tech Savvy: A strong interest in using AI tools to find solutions to problems and streamline your daily workload.
• Eagerness to Learn: A "can-do" attitude with the ability to handle a high volume of diverse tickets while knowing when to escalate complex issues to Senior staff.
• Shift Flexibility: Comfort working in a shift-based environment to support our 24x5 global operations.
• Communication: Clear and empathetic communication skills for supporting non-technical users.

Benefits

• Competitive Compensation: Based on market standards.
• Hybrid Model: Remote-first policy with city-center office access.
• Health & Wellness: Medical Insurance (1+5 Family Members) and Flexible Benefit Plan.
• Impact: A chance to contribute to a $1.5B valuation company helping to build a clean energy future.