IT Support Specialist
About the role
Are you the person friends and family call when their tech stops working? Do you get a kick out of fixing a problem and watching someone get back to their day? How about being the go-to person for technology at a cybersecurity company? You're patient, curious, and never happier than when you're figuring out why something isn't working. Whether it's a frozen laptop, a conference room that won't connect, or a new hire's first morning, you stay calm and get people back to work. As a cloud-based IT organization, we're breaking the traditional mold and thinking creatively about how we can make the day-to-day life of our employees simple. We're always looking for innovative solutions, and we need someone with the wit and determination to help us achieve our goals. In this role, you'll be the first point of contact for end-users who need technical help and the face of IT at our HQ in Herndon, VA. You'll resolve everyday device, account, and app issues, keep our conference rooms and shared spaces running smoothly, and make sure every new hire starts with the access and equipment they need. It's an onsite role, so you'll be the person who makes sure the technology people walk up and touch works exactly like it should. If you're up for the challenge, we want to hear from you!
Responsibilities
- Be the first point of contact for end-users who need technical help, and escalate anything that needs admin or engineering changes.
- Keep end-users updated on the status of their requests.
- Provide friendly and unflappable walk-up and break-fix support for IT-owned systems at HQ, including conference room, AV, kiosk, and shared-space technology.
- Run new-hire onboarding sessions and make sure new hires have access on day one.
- Make sure assets ship and come back on time, working with our device lifecycle vendor.
- Help end-users get the most from our tools through one-on-one, small group, and organization-wide training sessions.
- Keep our end-user documentation and IT knowledge base current.
- Spot recurring issues in tickets and recommend improvements.
Requirements
- Strong troubleshooting skills, with a desire to get to the root of an issue.
- Experience supporting macOS and Windows devices.
- Familiarity with cloud platforms such as Google Workspace, Slack, Zoom, 1Password, and Atlassian products like Confluence and Jira.
- Familiarity with identity platforms such as Okta, including helping end-users with sign-in and MFA issues.
- Familiarity with conference room and shared-space technology, like Zoom Rooms and Neat devices.
- Understanding of basic networking concepts such as VLANs, subnets, and wireless troubleshooting.
- Familiarity with a ticketing system such as Jira Service Management.
- Comfort using AI tools like Claude and Gemini to speed up day-to-day work.
- Excellent customer service and communication skills, with a habit of treating colleagues like customers.
- Capacity to balance interrupt-driven tasks with planned work.
- 1+ year of professional experience in IT support, help desk, or a related role.
- CompTIA A+, CompTIA Network+, or Jamf Certified Associate - Jamf Pro is a plus.
- An associate's degree or credible panache.
Benefits
- Autonomy to find problems and propose solutions.
- Hands-on experience with a modern, cloud-first IT stack.
- Surrounded by a team of problem solvers.
- Support, mentoring, and feedback to make you successful.
- Unlimited PTO (modeled and encouraged).
- Work location flexibility.
- Up to 24 weeks of parental leave.
- Really excellent health benefits.
Pay
The base salary range for this role is between $57,000 USD and $82,000 USD, with a target range of $60,000 to $77,000, plus bonus eligibility and equity.
Schedule
This is an onsite, in-person role at Expel’s HQ in Herndon, Virginia, with the expectation of being onsite 3 to 5 days per week. Applicants must be located within the Washington D.C. metropolitan area.