IT Helpdesk Technician

The Farmers Dog was born from a mission to change the landscape of pet health providing dogs and their humans with honest smart and simple care. Were starting by radically improving the $90 billion pet food industry replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced freshly-made dog food directly to customers doors. Our ultimate goal is to create innovative delightful and personalized experiences across all aspects of pet care and we believe our direct-to-consumer business model holistic approach to growth and dynamic culture uniquely position us to shepherd this backwards industry into the future.

To date The Farmers Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers health to their companions and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

Our IT group takes pride in representing and interfacing and being embedded in with the entire organization. Were looking for an IT Helpdesk Technician to help expand our internal IT capabilities and ensure our technology runs seamlessly throughout the company delivering meaningful and joyful experiences to our employees. Youll work closely with employees across the organization to troubleshoot and resolve daily technology issues.

One Team: We dont think of ourselves as Acquisition Marketers Engineers Data Analysts or Product Managers. Beyond denoting skill sets and areas of expertise we dont think departments matter. Wed rather align ourselves to the goals were working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER getting the right people with the right context in the right rooms/Zooms to solve problems holistically.

We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere and we arent tied to our proactively source talk to our customers and leads regularly and are quick to change course if we know theres a better or more impactful way to solve problems.

We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels initiatives and messages and know how to articulate impact and advocate for prioritization holistically.

We Execute For Impact: We dont subscribe to best practices or industry KPIs. Were uninterested in how we compare to benchmarks; instead we orient ourselves around being the best we can possibly be. Similarly we dont subscribe to rigid or classical expectations of roles i.e. acquisition is hyper-focused on improving customer retention and experience.

We Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end we seek to work in sequence and not in parallel. We constantly ask ourselves whats the most important hypothesis I should be working on right now How do I confirm or reject that hypothesis as fast as possible. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We dont expect to be perfect the first time.

• Serve as the face of the IT organization by responding to helpdesk tickets promptly with a customer-focused approach ensuring employees receive the IT support they need to perform at their best.
• Provide on-site support for our Boca Raton office as well as remote support for employees across the country addressing both scheduled and unexpected IT needs.
• Look for opportunities to improve IT support processes and tools to provide employees with a smoother and more enjoyable experience
• Assist in troubleshooting and resolving issues related to video conferencing VoIP and telephony systems network infrastructure printers and other common IT needs escalating more complex problems to senior IT team members as necessary.
• Collaborate cross-functionally to support employee onboarding and offboarding processes.
• Assist in maintaining our portfolio of SaaS applications by processing software license requests and providing basic support for SSO-related issues under the guidance of senior IT members.
• Set up configure and maintain laptops printers and other peripheral devices to ensure employees have the necessary tools to perform their work.
• Provide live event support for company meetings including setting up cameras microphones and running the meeting using Zoom Webinar software.

• You have experience managing a ticket queue in a helpdesk system (such as Jira Zendesk or HappyFox) and consistently provide timely well-written responses.
• You have a strong foundation in troubleshooting common IT issues and maintaining clear accurate documentation of incidents and resolutions.
• You have experience managing and administering SaaS and cloud applications including productivity tools like Google Workspace communication platforms such as Slack and Zoom and identity management technologies like Okta.
• You have a foundational understanding of managed office Wi-Fi and networking infrastructure and are comfortable assisting with office network setups under supervision.
• You have strong communication skills (both written and verbal) a passion for collaborating cross-functionally and a commitment to delivering high-quality customer-focused service.
• You take ownership are organized have excellent problem-solving skills and can prioritize tasks effectively with strong attention to detail.
• You are familiar with both macOS and Windows operating systems.
• You are excited to work 5 days a week in our dog-friendly office. You are also able to participate in on-call rotations for after-hours support.
• You love dogs!

We are an in-office culture made of in-office people who thrive on the collaboration and magnetism of working in a shared space. We are seeking individuals who excel in this type of environment where being present fosters deeper connections and engagement. Because of the on-site nature of this role working 5 days a week in our Boca office is required.

At TFD we believe Belonging is a shared commitment to creating a workplace where every person feels respected valued and empowered to be themselves. When people feel a true sense of belonging they do their best work take smart risks and bring forward diverse perspectives leading to stronger decisions and deeper relationships.

We anchor this belief in a simple phrase: Everyones welcome at the dog park. No matter your background identity or role theres space for you here. Theres no one way to show up at the dog park just shared space mutual respect and the freedom to be yourself. Being included is just the beginning its about contributing your voice growing through challenges and building trust through shared goals. This philosophy guides how we lead how we hire how we communicate and how we grow.

We continuously evaluate to ensure we are creating a consistent experience that cultivates belonging for all employees from hiring and performance reviews to talent development. We also believe Belonging happens in everyday moments of connection; lunch with a new teammate a shared laugh or a quick story about your weekend. Our structure includes biannual employee surveys manager training TFD camps and support from Humans to ensure were listening and learning from our Team.

Together these efforts reflect what Belonging means at TFD: a culture where everyone can thrive.

• Dog-friendly office in Boca Raton Florida
• Market-competitive compensation and equity packages
• Comprehensive Healthcare Dental and Vision
• Company supported mental health benefits
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature not a bug

The Farmers Dog Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex gender identity sexual orientation race color religion creed national origin physical or mental disability protected veteran status or any other legally protected characteristic or status. For more information please visit Know Your Rights.

TFD complies with applicable federal state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact.

Were happy to answer any questions you may have about the position or our hiring process - please reach out at .