Technical Support Specialist

About the role

The Technical Support Specialist plays a vital role in ensuring the smooth operation of our IT infrastructure and providing exceptional technical assistance to our employees. This role serves as a frontline point of contact for our identity and security tools, including Okta, SentinelOne, and Zscaler.

Responsibilities

• Remain updated on recent technologies and best practices
• Leverage excellent customer service to ensure that end users' needs are met effectively and professionally
• Provide advanced technical support and assistance to end users, including escalated support for complex issues
• Provide technical support to employees experiencing issues with our A/V and web conferencing solutions
• On-board new users, e.g., set up new user accounts, permissions, hardware, software
• Off-board separated users, e.g., disable user accounts, reclaim software licenses, retrieve corporate assets
• Troubleshoot hardware, software, network and system issues
• Diagnose and resolve technical issues with both the Windows and macOS client operating systems
• Troubleshoot multi-factor authentication (MFA) issues
• Provide tier-1 support for basic Okta issues, including password resets, account access, and MFA enrollment
• Triage and escalate basic SentinelOne security alerts and endpoint agent issues
• Troubleshoot basic Zscaler Client Connector (ZCC) connectivity issues for end users
• Maintain accurate records of support activities and solutions, including knowledge bases and documentation
• Document all work in the corporate ticketing system, communicating with users on ticket progress
• Identify opportunities for improving support processes and workflows, including automation wherever possible
• Contribute to the development and implementation of IT policies and procedures
• Promote and enforce IT security policies and practices, with a focus on data security and compliance
• Manage and track IT assets and inventory, ensuring efficient procurement and disposal processes
• Provide training and guidance to users on how to use the company's IT systems
• Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary
• Collaborate with other IT teams to resolve issues and implement solutions
• Escalate to administrators, engineers, architects, and vendors as necessary to resolve more complex issues

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related field (a plus)
• 3+ years of experience in an IT support role in a mid- to large enterprise environment
• 1+ years of experience supporting Google Workspace productivity tools, e.g., Gmail, Calendar, Drive, Docs, Sheets
• Strong technical skills in hardware, software, operating systems, and networking
• Expertise troubleshooting both Windows and macOS client OSes
• Familiarity with Active Directory for on-premises network and WiFi authentication, and with Okta for identity, SSO, and account provisioning
• Familiarity with endpoint security tools (e.g., SentinelOne) to triage and escalate basic security alerts
• Familiarity with Zero Trust network access clients (e.g., Zscaler Client Connector) to support basic connectivity issues
• Familiarity with A/V technologies and web conferencing platforms
• Excellent problem-solving and troubleshooting skills, with the ability to address complex technical issues
• Effective communication and interpersonal skills, with a focus on delivering exceptional customer service
• Ability to work independently and as part of a team
• Ability to work under pressure
• Ability to meet deadlines
• Ability to learn new technologies quickly
• Customer-service oriented with a focus on providing exceptional support

Qualifications

• Nice To Have: Microsoft certification, e.g., MCSE, MCP preferred
• Cisco certification, e.g., CCNA, CCNP Security, Azure Administrator Associate preferred
• CompTIA certification, e.g., CompTIA A+, CompTIA Network+, CompTIA Security+ preferred
• Any version of the Information Technology Infrastructure Library (ITIL) framework preferred
• Familiarity with ITIL best practices
• Experience with Android, iOS, and Linux
• Knowledge of IT security principles and practices
• Proficiency in IT service management and ticketing systems
• Experience with any automation tools or scripting languages

Skills

• Technical skills in hardware, software, operating systems, and networking
• Expertise troubleshooting both Windows and macOS client OSes
• Familiarity with endpoint security tools (e.g., SentinelOne) to triage and escalate basic security alerts
• Familiarity with Zero Trust network access clients (e.g., Zscaler Client Connector) to support basic connectivity issues
• Familiarity with A/V technologies and web conferencing platforms
• Excellent problem-solving and troubleshooting skills
• Effective communication and interpersonal skills

Benefits

This position offers a competitive base salary, eligibility for an annual performance incentive, and a comprehensive benefits package including:

• Basic medical insurance that is 100% company-paid for employees and their children
• Employee basic life and AD&D insurance
• A 401(K) retirement program with Jazwares matching up to 4% of pretax or post-tax deferrals
• Short and long-term disability
• Tuition reimbursement
• A flexible work schedule that includes a Monday through Thursday on-site, with an optional WFH on Fridays, up to 20 workdays fully remote each year
• Time Off for vacation and sick leave
• Opportunities to volunteer for up to 16 hours a year on community service projects through Jazwares Cares

Pay

Base salary may vary based on experience, role tenure, performance, industry, and location. Eligibility for the annual performance incentive may apply.

Schedule

Monday through Thursday on-site, with an optional Friday WFH, up to 20 workdays fully remote each year.