About Reverb

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 e-commerce 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 love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace'' by the Chicago Tribune. 

About the role

We are seeking a forward-thinking, organized, and friendly IT Support Specialist to join our team. It’s an exciting time for the IT team! Having just opened a new office at The Salt Shed, in this hybrid role you have a unique opportunity to put your stamp on things and help us develop our support procedures. While the role requires some in person support, you will have the flexibility to work from home most days. Your role will be defined by critical thinking coupled with frontend support and will involve collaboration with all corners of the company.

As an IT Support Specialist, 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.

This is a full time, hybrid position reporting to the Engineering Manager, IT and Security. Hybrid team members are expected to work from our Chicago office 1-3 times per week depending on team norms.

Responsibilities

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

Requirements

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:

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

Additional Information

Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.

Reverb offers a comprehensive total rewards package that combines base, bonus, and an array of benefits. Some of our key benefits include but are not limited to the following:

• 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.
• Life, AD&D, and supplemental long-and short-term disability insurance
• A matching 401(k)
• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
• Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
• 18 weeks of gender-neutral parental leave for the birth or adoption of a child
• Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
• Paid sabbatical program
• Annual work/life stipend
• Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that an equitable and inclusive workplace where people from all backgrounds can come, stay and thrive makes us a more relevant and resilient company. 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. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

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