Foundry is hiring a

Web3 End User Computing - Lead

DESCRIPTION: The End User Computing - Lead is an exciting opportunity for a motivated and passionate individual to join the team at Foundry, a subsidiary of the blockchain industry’s most prolific and active investor, Digital Currency Group. Reporting to the Director of Network Operations, the End User Computing - Lead will be responsible for the end user computer setup in conjunction with service management, onboarding, and user support.

This is a rare invitation to join a small, highly professional entrepreneurial group, with the backing of the most established player in the fast-growing crypto space.

PRIMARY RESPONSIBILITIES: The End User Support Lead will be a member of the End User Computing team. This role will focus on the end user experience through technical on-site and remote computer support. This is a unique opportunity to leverage collaboration tools and provide support to the entire organization across multiple locations while also helping the team grow.

WHAT YOU WILL DO:

• Responsible for computer installation, computer upgrades, user configuration, monitoring, system tuning, troubleshooting, and capacity planning.
• Maintain asset management for desktop, laptops, and end user peripherals.
• Establish technical service standards and promote adherence to compliance.
• Provide onboarding for new users.
• Provide incident resolutions and root cause analysis (RCA).
• Maintain incident and service level metrics, trend reports, and systems availability statistics; participate in disaster recovery and business continuity exercises.
• Interface with customer representatives for ongoing service engagement, discussion on service levels, incident follow ups, and new opportunities.
• Maintain a positive working environment; ensure department policies and procedures are adhered to; act as a single point of contact for key stakeholders regarding IT issues, queries and reporting.

Minimum Qualifications; Knowledge, Skills and Abilities:

• In-depth knowledge of Linux, Mac OS and Windows operating systems
• Computer networking knowledge
• Understanding of Desktop and Server hardware configurations
• Strong customer service skills
• Experience in acting as technical resource and handling escalations
• Strong communication and problem-solving skills, working with both technical and non-technical partners

Preferred Qualifications; Knowledge, Skills and Abilities:

• Bachelors degree in Computer Science, Information Technology or related field.
• Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.
• Ability to verbally communicate complex concepts, address sensitive situations, resolve conflicts, negotiate, motivate, and persuade others.

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