IT Support Specialist

Role Overview

• Own onboarding and offboarding operations: Coordinate employee onboarding and offboarding activities, including account provisioning, access management, hardware deployment, recovery, and documentation updates.
• Manage the hardware lifecycle: Track, maintain, deploy, recover, and replace company hardware while ensuring asset records remain accurate and up to date.
• Tier 1 IT support: Serve as the first point of contact for IT support requests, troubleshooting user issues across devices, applications, accounts, and collaboration tools. Escalate complex issues to senior IT staff when appropriate.
• Documentation ownership: Create, maintain, and improve IT how-to guides, knowledge base articles, standard operating procedures, and internal support documentation.
• Application access and activity audits: Assist with periodic reviews of user access, application activity, and access recertification efforts to support security and compliance requirements.
• Legal hold process support: Act as a point of contact for legal hold processes, coordinating with stakeholders to ensure devices, accounts, and data are preserved according to company procedures.
• Expense and procurement administration: Process and reconcile IT-related receipts and purchases through Brex while maintaining appropriate records and documentation.
• Support Jira administration: Assist with Jira configuration changes, user requests, workflow updates, and ongoing platform maintenance.
• IT communications: Draft and distribute end-user communications regarding IT changes, outages, maintenance activities, new tools, and process updates.

Requirements

• 1+ years of experience in an IT support, help desk, IT operations, or systems administration role.
• Strong troubleshooting skills across hardware, operating systems, SaaS applications, user accounts, and common workplace technology.
• Strong written and verbal communication skills with the ability to create clear documentation and communicate technical concepts to non-technical users.
• Strong organizational skills with the ability to manage multiple priorities and follow established processes.
• Ability to work standard Eastern Time (EST/ET) business hours and collaborate effectively with a distributed team.
• U.S. Citizenship.
• Ability to travel up to 10% of the time.

Benefits

• Remote work, flex time, and unlimited PTO
• Health, dental, vision, and life insurance
• 401k
• Parental leave
• Company summit trips, at least once a year
• $1,000/year budget for home office improvements