Who We Are
Having surpassed $300M ARR and continuing to grow, Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights.
At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!
Why This Role is Exciting
As our Level 2 Help Desk Analyst, you’ll be a go-to technical expert on the Service Desk team. You’ll own complex incidents from start to finish, tackle the toughest troubleshooting challenges, and help shape how we work by improving processes, building documentation, and making our Service Desk more effective for everyone.
This is a hands-on role. In addition to resolving complex issues in a enterprise environment, you’ll help raise the overall maturity of the Service Desk organization. The ideal candidate brings strong problem solving expertise, sound judgment, a high level of ownership, and the ability to improve both service delivery and team capability through direct participation.
- Be a technical voice on a respected, remote team supporting a remote first, fast-growing global company.
- Work with a modern stack including Atlassian Cloud, Microsoft 365, Google Workspace, Slack, Notion, Claude, and Zoom, etc.
- Partner with People Team and support employee onboarding, offboarding, and identity lifecycle processes.
- Solve the hard problems, then make sure they don’t come back.
- Have real impact over how the Service Desk operates, from tooling and automation to documentation and process.
Key Responsibilities
- Own and resolve complex incidents
- Takes ownership of complex, high-impact, and recurring incidents through to resolution.
