Information Technology Specialist

About the role

The organization is seeking a full‑time IT Specialist to serve as the primary point of contact for desktop support across a fully remote workforce in the United States. This hands‑on, people‑facing role focuses on keeping team members productive and secure by supporting laptops, user accounts, and everyday business applications. The position involves working directly with employees at all levels, diagnosing technical issues, and establishing trusted relationships so team members feel comfortable seeking assistance early.

Key Responsibilities

• Provide remote support for hardware, software, and account issues through chat, ticketing systems, and video calls.
• Perform initial ticket triage and routing to facilitate prompt resolution, identify recurring issues, and propose long‑term solutions.
• Manage the end‑to‑end device lifecycle for a distributed workforce, including provisioning, asset tracking, macOS‑specific troubleshooting, and system updates.
• Administer identity and access management platforms, process SaaS access requests, configure core tools, and assist with periodic access reviews.
• Create and maintain internal documentation and self‑service resources to expand the knowledge base.
• Fulfill ad‑hoc administrative requests, including data exports and system configuration changes.
• Partner with IT and security teams to support employee onboarding and regulatory compliance efforts.

Required Qualifications

• 2+ years of experience in an IT support or helpdesk role.
• Demonstrated experience supporting a remote or hybrid workforce and managing competing ticket priorities.
• Strong written and verbal communication skills with a user‑centric approach to troubleshooting technical issues.
• Working knowledge of macOS environments and Google Workspace administration.
• Hands‑on experience with identity and access management tools (such as Okta) and mobile device management platforms (such as Kandji or Jamf).
• Comfort learning, supporting, and troubleshooting a variety of SaaS platforms (such as Jira and Salesforce), with a willingness to master emerging technologies.

Preferred Qualifications

• Familiarity with core networking concepts, including VPN, Wi‑Fi, and DNS.
• Exposure to security fundamentals, such as multi‑factor authentication (MFA), endpoint protection, and compliance frameworks (such as SOC 2 and ISO 27001).
• Experience utilizing ticketing systems such as Jira Service Management or Zendesk.
• Proven track record of developing internal documentation and self‑service support materials.

Tools and Technologies

• Identity and Access Management: Okta
• Mobile Device Management: Kandji
• Productivity: Google Workspace
• Collaboration and Ticketing: Jira, Slack
• CRM: Salesforce

Compensation

Base Salary Range: $74,000 to $100,000 annually, depending on geographic location tier.
Tier 1 Locations: $87,000 to $100,000.
Tier 2 Locations: $74,000 to $85,000.
Final compensation offers are determined by multiple factors, including candidate location, experience, and expertise.

Work Authorization

Candidates must be authorized to work from their home location within the United States. Visa sponsorship is not provided.

The organization is committed to fostering an inclusive and respectful workplace that values diverse backgrounds, perspectives, and experiences. All qualified applicants will receive consideration for employment without regard to protected characteristics.