The GitLab DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,800+ team members and values that guide a culture where people embrace the belief that everyone can contribute. This role will be 100% remote based in APAC! GitLab is excited to add a new Helpdesk Analyst to their team! Don’t have a ton of knowledge about GitLab yet? Don’t worry. We have an extensive onboarding and training program at GitLab and you will be provided with necessary DevOps and GitLab knowledge to fulfill your role. Responsibilities • Triage all IT related questions as they arise • Build a knowledge base of IT practices and pragmatic problem solving in the handbook • Perform Account management for password resets and lockout • On call support for immediate software and hardware issues during local business hours • Diagnose computer errors and provide technical support • Troubleshoot software and hardware • Respond to requests for access to various company applications • Support Weekly IT Onboarding Sessions for new Team Members • Train end-users how to setup and use new technologies • Provide technical support over Slack, Zoom or Web • Work with off-boarded team-members to remediate hardware Requirements • Previous working experience as an IT Help Desk Analyst for at least 2 years • Experience with Google Workspace, Okta, Slack, and Zoom • Some experience with endpoint management software like Jamf, or Google MDM • Hands-on experience supporting Mac, Linux, and ChromeOS • Some experience with scripting in Bash, Python, or Ruby • Experience working with Git and/or Gitlab • Excellent communication and interpersonal skills • Customer-oriented and patient • Ability to use GitLab Also, we know it’s tough, but please try to avoid the ​​confidence gap​.​​ You don’t have to match all the listed requirements exactly to be considered for this role. Hiring Process To view the full job description and hiring process, please view our​ ​handbook​. Additional details about our process can also be found on our ​hiring page​. #LI-RD3 Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.