IT Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for employee IT concerns related to hardware, operating systems, and essential applications.

• Efficiently resolve standard issues to maintain employee productivity.

• Oversee, prioritize, and manage the support queue effectively.

• Clearly communicate ticket status and resolutions to employees.

• Facilitate escalations to Operations, Engineering, People, or vendors, ensuring requests are managed until resolution.

• Address login, MFA, and lockout issues.

• Create, modify, and deactivate user accounts during onboarding, offboarding, and when role or information changes occur.

• Handle access and permission modifications in accordance with established procedures and approvals.

• Assist with MFA enrollment, resets, and alterations of devices.

• Conduct regular audits of user access and verify necessary modifications.

• Maintain accurate records of accounts, hardware, software, and licensing.

• Adhere to and promote security, authentication, access control, and data protection protocols.

• Support SSO implementation across various platforms including Stripe, Slack, Zoom, Apple ID, and Pearson.

• Assist with the migration of MDM from Rippling to Mosyle.

• Keep checklists, runbooks, and usage guides up to date.

• Collaborate with Engineering, Operations, People, and other departments to resolve and prevent recurring challenges.

⛳️ Requirements

• 3–5 years of experience in IT support, help desk, or IT operations.

• A degree or certifications in information technology is preferred.

• Proven track record of handling a high volume of tickets with swift and dependable issue resolution in a support role.

• Practical experience with account provisioning/deprovisioning, access modifications, and MFA across cloud platforms.

• Proficiency in macOS, PC environments, mobile device management (e.g., Rippling, Mosyle, JAMF), Slack, Zoom, and Google Workspace.

• Strong troubleshooting abilities across hardware, software, and cloud applications in a fully remote setting.

• Excellent communication skills, capable of supporting a geographically diverse team.

• Must be eligible to work in the United States.

• Must reside within the United States.

• No visa sponsorship is available.

🏝️ Benefits

• Outstanding paid time off policies, including a winter break.

• 401k matching.

• Health insurance options available for employees and their families.

• Company-sponsored life insurance.

• Company-funded short-term disability coverage.

• Company-funded long-term disability coverage.

• Fully remote work environment.

• Opportunities for professional collaboration and personal connections in a remote setting.