IT Support Specialist

About the role

We're looking for an IT Support Specialist to join our team as a trusted onsite IT partner, supporting our growing presence across multiple offices.

Key Responsibilities

• Act as Frontline IT Support: Serve as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt, reliable resolution of employee requests and a consistently great support experience.
• Improve Support Systems and Processes: Partner with cross-functional teams to identify opportunities for improvement, build and maintain repeatable workflows like onboarding and device imaging, and bring fresh ideas to the table in team meetings.
• Collaborate Across the Company: Work closely with Security, Facilities, People Ops, and other teams to ensure seamless employee experiences. Clearly articulate issues, solutions, and timelines to both technical and non-technical stakeholders.
• Manage Vendors and Equipment: Coordinate with vendors for procurement, repairs, and maintenance while keeping hardware and software inventories accurate, secure, and standardized.
• Lead IT Onboarding: Be a key part of the new hire experience from device setup through day-one orientation, ensuring every employee hits the ground running.
• Handle Device Lifecycle: Procure, configure, and deploy laptops, monitors, and peripherals; coordinate upgrades, trade-ins, and refresh cycles; and keep devices enrolled in security and MDM tools.
• Maintain Office Infrastructure: Keep local systems running — WiFi, conferencing gear, printers, and dashboards — and coordinate with vendors or building management as needed.
• Automate and Document: Implement light automations to reduce manual work, manage software updates and provisioning, and create clear technical guides for employees.
• Support Events and Collaboration: Set up and manage AV, video conferencing, and live technical support for all-hands meetings, off-sites, and company events.

Requirements

• 1-3 years of experience in IT support, technical support, or a related role, with a desire to grow into systems administration, automation, infrastructure, and process improvement.
• Strong expertise supporting macOS environments, with working knowledge of Windows systems as a plus.
• Experience with identity and device management platforms such as Mosyle, Jamf, Hexnode, or similar MDM solutions.
• Familiarity with enterprise collaboration and productivity tools, including Google Workspace and Slack.
• Understanding of identity and access management concepts, including Okta, SSO provisioning, and user lifecycle management.
• A customer-first mindset and a passion for delivering exceptional employee support experiences. You genuinely enjoy helping people solve problems and building trust through responsive, thoughtful service.
• Strong interpersonal skills and the ability to remain professional, empathetic, and solutions-oriented when supporting employees across all levels of the organization.
• Proven troubleshooting and problem-solving skills, with the ability to remain calm, methodical, and effective when priorities shift or issues arise unexpectedly.
• Experience supporting AV systems, video conferencing technology, and large-scale company meetings or all-hands events.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• A strong sense of ownership, attention to detail, and commitment to providing a seamless employee experience.
• A proactive, self-motivated mindset with a bias toward action and a passion for identifying opportunities to improve systems and processes.
• Resourcefulness and comfort navigating ambiguity, with the ability to independently drive solutions and make sound decisions.