This opportunity is open to junior/entry level candidates; will likely be part-time (~32 hours/week) but possibility to extend to 40 hours depending on work load. Will need to be onsite.
The Opportunity
We are seeking a customer-focused IT Support Specialist to provide in-person and remote technical support within a global organization. This position will collaborate with a support team of seven professionals in the United States and four in Europe, assisting employees across locations, including executive and senior leadership.
The environment is approximately 60% macOS and 35% Windows, with occasional Linux support needs. The office supports approximately 30–40 employees, with typically 15–20 employees physically onsite each day. This role combines end-user troubleshooting, device management, account administration, and office technology support.
The organization recently consolidated four companies into a single Google Workspace tenant. This position will help employees navigate that transition while supporting continued use of Microsoft 365 productivity applications and Azure SSO.
Key Responsibilities
- Provide responsive, customer-focused technical support to employees in person and remotely, including C-level executives and senior leadership.
- Respond to, troubleshoot, document, and resolve support requests through Jira and other support channels. The U.S. support team collectively handles approximately 40–60 tickets per day.
- Configure, deploy, maintain, and troubleshoot Mac and Windows computers, with occasional support for Linux devices.
- Support device enrollment and management through Jamf and Intune.
- Perform account administration tasks, including Active Directory user creation, group management, and application access administration.
- Support Okta, Azure SSO, and employee access to business applications.
- Troubleshoot Google Workspace, Microsoft 365 productivity applications, Slack, and Zoom.
- Assist employees with issues related to the recent Google Workspace consolidation and ongoing technology transitions.
- Check and maintain Zoom Rooms, conference room A/V equipment, and other office technology to ensure readiness for daily use and leadership meetings.
- Coordinate onboarding and offboarding activities, including device preparation, account setup, access changes, asset tracking, and new-hire technology orientation.
- Support office network infrastructure, Wi-Fi, VPN connectivity, and firewalls in collaboration with the broader IT team.
- Manage and assist with equipment setup, maintenance, repair, and disposal.
- Develop and maintain troubleshooting guides, technical instructions, and support documentation.
- Collaborate with global IT colleagues and departments such as Engineering, DevOps, Security, Facilities, Finance, and Corporate Systems.
- Participate in IT projects involving hardware, software, infrastructure, and application changes.
- Provide technology support for executive meetings, board meetings, and company-wide events.
- Maintain organized IT workspaces, equipment storage areas, and server rooms.
- Travel occasionally to other offices as needed for IT support.
Required Qualifications
- At least 1-2 years of experience in IT support, desktop support, or a similar role within a business environment; also open to recent graduates with internship experience.
- Hands-on experience supporting both macOS and Windows devices, with strong Mac troubleshooting skills.
- Experience troubleshooting hardware, software, user accounts, application access, and connectivity issues.
- Familiarity with user creation, group management, and access administration in Active Directory.
- Experience using a help desk ticketing system to prioritize, document, and resolve support requests.
- Strong customer service skills and the ability to explain technical issues clearly to users with varying levels of technical knowledge.
- Experience supporting executive or senior leadership users in person and remotely.
- Strong organizational skills, attention to detail, and the ability to manage competing priorities.
- Excellent written, verbal, and interpersonal communication skills.
- Ability to work collaboratively with a geographically distributed team and learn new technologies.
Preferred Qualifications
- Experience with Jira, Jamf, Intune, Okta, Google Workspace, Microsoft 365, Azure SSO, Slack, or Zoom.
- Experience supporting Zoom Rooms and conference room A/V equipment.
- Familiarity with Linux, endpoint security tools such as CrowdStrike, and office networking technologies.
- Experience supporting technology migrations or changes affecting end users.
- Familiarity with SOX requirements.
- Relevant IT certifications or an IT-related degree.
Prior experience with Okta and Google Workspace is helpful; training is available for candidates with a strong IT support foundation.
#TECHIND