Job Description

Hover is making the homeowner journey easy, transparent and fun. Starting with the home improvement industry, we’re answering age-old questions like, “What is it going to look like?” and “What is it going to cost?”, by helping homeowners and pros visualize what’s possible with Artificial Intelligence (AI) and interactive 3D property models. Homeowners, contractors, and insurance professionals all use Hover to get fully measured, accurate, and interactive models of any property—in a matter of minutes, and with just a few snaps of a smartphone camera.

Join a team that is rooted in challenging the status quo, persistence, and dedicated to serving our employees, customers, and communities. With key investors, including Google Ventures and Menlo Ventures and leading insurance carriers such as Travelers, State Farm, and Nationwide, Hover is committed to changing the world, one home at a time. At Hover, we believe there is strength in diversity and are fostering an inclusive and diverse culture by hiring qualified, talented people from a wide variety of backgrounds.

About the position

Hover uses patented technology making it possible for anyone with a smartphone camera to create an interactive 3D model, complete with detailed measurements and powerful design features. The data produced is extremely valuable as it generates a single source of truth for the physical world allowing for more veracity throughout the home improvement and insurance processes. We’ve found an incredibly strong product-market fit across exterior home improvement, insurance, and financial services. What's the secret sauce? Cutting-edge technology, an exceptional culture, and a commitment to our values (Think. Do. Serve.).

With our team of investors, including Google Ventures and Menlo Ventures, Hover is committed to continuing our success and facilitating growth. We believe there is strength in diversity so we hire skilled and passionate people from a wide variety of backgrounds.

Why Hover wants you

Hover is looking for a customer-first IT Administrator with experience managing IT Service Management predominantly Mac and Okta cloud-based environments for pre-IPO companies. You will be the first point of contact for inbound IT requests from our 300+ employees distributed across the US, and you’ll bring your expert investigative skills to each problem that you give personal attention to. Along with the other members of the IT team, you’ll participate in a constant cycle of Plan, Do, Check, Act to identify potential improvements in the services we provide and contribute to initiatives to implement them.

The IT team at Hover doesn’t just maintain the corporate systems that keep our employees productive and successful. We also partner with teams across the company--from HR and Workplace to Engineering, Sales, Recruiting, and more--to build and automate processes and systems to improve their capabilities. We also work with the Security team to keep the company safe from threats and vulnerabilities, maintaining compliance with SOC 2 as part of our annual audit.

You will contribute by

You will support Hover’s employees as the first point of contact for IT support requests, communicating via our Jira Service Desk ticketing system, Slack, face-to-face, and other methods. You’ll use your troubleshooting prowess, working with other members of the IT team to dig into the root causes of issues and provide solutions for our internal customers. In collaboration with our Workplace team, you’ll manage the health and performance of our office network infrastructure, conferencing systems, and day-to-day employee support in our New York office. You’ll work to improve hire-to-retire processes and employee-facing helpdesk resources through Jira Service Management administration, automation, process optimization, and adoption of AI. You’ll also ensure the security of the network by managing system permissions in Okta and other SaaS environments for both active and exiting employees.

Your background includes

• 3+ years of experience providing end-to-end IT support to at least 200+ end users in a fast-growing start-up environment; predominantly in macOS with some Windows
• Cloud-first thinking with hands-on experience working with the latest SaaS IT systems, including Jamf, Google Workspace, Okta, Intune, etc.
• Use of one or more common IT helpdesk systems to manage requests (Jira Service Management preferred), with experience improving usability and automation in that platform
• Experience supporting IT requirements for financial and/or information security audits, such as SOC 2 Type II
• Proficiency in configuring and administering popular mobile device management environments, such as Jamf, Google MDM, or Workspace One
• Wireless network configuration management experience, specifically in Cisco Meraki environments
• A history of being the main daily IT point of contact for the office of a software company
• Proven analytical and creative problem-solving abilities, with the ability to dig into root causes and core issues behind sometimes ambiguous customer requests
• Ability to juggle multiple–often competing–priorities and triage issues by severity and urgency
• Experience operating in an Agile or ITSM framework

Nice to have

• Apple Certified Support Professional certification or equivalent
• Expertise in Okta Workflows and Okta expression language
• Managing Jira Service Projects for Cloud certification
• Previous experience setting individual and team service level agreements for customer satisfaction, ticket response rates, and ticket closure rates, with a history of project work to continuously improve team service levels
• 5 years of experience with a scripting language, such as bash, SQL, Python, or Powershell
• Endpoint vulnerability detection and remediation experience: EDR, Crowdstrike Falcon, etc.

Benefits

• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
• Paid Time Off - Unlimited and flexible vacation policy
• Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
• Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
• Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications

Hybrid roles at Hover

Hover has Hubs in San Francisco and New York City, where we expect that all employees living within a 50-mile radius of our offices will come into their local Hover office at least three times a week to build rapport and foster organic connection. At this time, Hover is not considering fully remote roles. This role will be located in our New York City Hub.

The US base salary range for this full-time position is $127,000 - $145,000 annually. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all applicable US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

#LI-AM1 #LI-Hybrid

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