IT Service Desk Engineer

Job Title: IT Service Desk Engineer

Company: Coinbase

Location: Charlotte, NC, USA

Job Type: Full-Time

About Coinbase

At Coinbase, our mission is to increase economic freedom in the world by building the emerging on-chain platform and shaping the future global financial system. As a leader in cryptocurrency and blockchain technology, we provide a suite of products that drive mainstream adoption and economic freedom worldwide. We are looking for passionate individuals who believe in the power of crypto and blockchain technology to update the financial system and thrive in a high-performance culture.

Job Overview

The IT Service Desk Engineer will provide comprehensive technical support to Coinbase employees, ensuring seamless hardware, software, and network functionality. This role is critical in maintaining a high standard of IT support within our Charlotte, NC office. The ideal candidate should have a strong technical background, excellent problem-solving skills, and a customer-centric approach.

Key Responsibilities

• Provide in-office technical support for the North Carolina COE spot office.
• Deliver exceptional day-to-day IT support across various hardware and software platforms for users of all skill levels.
• Support Coinbase’s SaaS tools, compliance practices, onboarding/offboarding processes, and conference room hardware.
• Learn, document, train, and support new applications and IT procedures, identifying opportunities for process improvement.
• Create detailed and impactful documentation for IT peers and end users.
• Participate in IT Operations scrum teams to implement projects and scale IT services globally.
• Serve as a technical point of contact for local product and operations teams and other stakeholders.
• Assist IT Procurement with vendor coordination and efficient logistics and supply chain processes.
• Provide first-line troubleshooting for network connectivity issues and escalate to the network team as needed.
• Troubleshoot AV/conference room concerns and escalate to the AV team when necessary.
• Diagnose and resolve desk connectivity issues (monitors, keyboards, mice, physical LAN connections) and replace cables or connectors as required.

Required Qualifications

• Strong technical support expertise in macOS, iOS, Chrome OS, and Android operating systems.
• Experience with Windows and AWS Workspaces administration.
• Proficiency in Jira Service Desk or similar ticketing systems.
• Mid-level networking knowledge and troubleshooting capabilities.
• Strong administrative experience with Google for Business, Atlassian, Okta, Jamf, and Slack.
• Ability to perform root cause analysis and demonstrate strong troubleshooting methodologies.
• Physical ability to move and set up hardware and peripherals.
• Excellent communication and time management skills.
• Experience managing service vendors.

Preferred Qualifications

• Experience managing medium-scale IT rollouts.
• Scripting and automation experience.
• Background working in an agile-focused delivery environment.

Why Join Coinbase?

• Work with high-caliber colleagues in a high-performance culture.
• Opportunity to contribute to the future of finance through blockchain and crypto technologies.
• A chance to be part of a mission-driven company dedicated to increasing economic freedom worldwide.

Equal Opportunity Commitment

Coinbase is an Equal Opportunity Employer. All qualified applicants will be considered for employment without discrimination based on race, color, religion, gender, national origin, disability, veteran status, or other protected characteristics. We are committed to providing reasonable accommodations for individuals with disabilities. If you require accommodations during the hiring process, please contact accommodations@coinbase.com.

Application Process

Each candidate may submit a maximum of four applications within any 30-day period. Please carefully review our job openings and apply to those that align with your skills and career goals.

Apply now and become part of the future of finance at Coinbase!