IT Support Specialist II

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

📋 Description

• Deliver expert technical support to end-users, acting as an escalation point for hardware, software, and technology issues that necessitate thorough troubleshooting and analysis.

• Assume responsibility for technical challenges, offering guidance to junior team members and collaborating with other IT teams to resolve complex problems.

• Manage and maintain IT infrastructure, including user account management, access control, and other essential systems.

• Recognize opportunities to improve IT support processes and proactively implement enhancements to boost efficiency and effectiveness.

• Develop and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge sharing within the team.

• Provide training and guidance to end-users and junior team members regarding best practices and the utilization of various hardware and software applications.

• Oversee the IT onboarding process for new hires by configuring their computers and applications, serving as their primary point of contact for any initial technical inquiries.

• Manage IT assets and inventory, encompassing procurement, deployment, tracking, and disposal of hardware and software.

• Lead and coordinate small to medium IT projects, utilizing project management methodologies and tools.

• Support and maintain both macOS and Windows environments, remaining current on new technologies and industry trends.

• Communicate technical solutions effectively to both technical and non-technical stakeholders, ensuring clarity and understanding through active listening.

⛳️ Requirements

• Education: Associate's degree in Information Technology, Computer Science, or a related field, or relevant certifications.

• Experience: 3-5 years of experience in an IT support role.

• Extensive knowledge of hardware, software, and IT environments.

• Demonstrated experience in advanced troubleshooting and problem resolution.

• Strong grasp of networking concepts.

• Familiarity with administering and maintaining IT infrastructure, including Okta and Google Workspace.

• Proficient in macOS and Windows environments.

• Awareness of scripting languages, no-code automation tools, and infrastructure as code technologies.

• Capability to implement IT best practices and processes.

🏝️ Benefits

• Remote-First Culture - We supported #remotelife long before it became standard, and we will continue to promote it.

• Competitive Salary & Equity

• Comprehensive Medical, Dental, and Vision Plan Offerings

• Life and disability coverage, including voluntary options

• Parental Leave - up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements

• 401K Company Contribution - Contributes 3% of the employee's gross income openly, even if the employee does not contribute.

• Work-from-home stipend - We provide a $1,500 allowance for setting up your home workplace

• Annual Professional Development Fund: Each employee receives $2,000 in professional development (PD) funds to spend on activities or resources annually. We aim for every Openly employee to achieve personal and professional success and feel supported, confident, and informed about enhancing their efficiency and productivity.

• Be Well Program - Employees receive $50 per month to use towards their overall well-being

• Paid Volunteer Service Hours

• Referral Program and Reward