IT Support Specialist II

Role Overview

• Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis.
• Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems.
• Administer and maintain IT infrastructure, including user account management, access control, and other critical systems.
• Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness.
• Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team.
• Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications.
• Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions.
• Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software.
• Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools.
• Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends.
• Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring you are understood.

Requirements

• Education: Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications.
• Experience: 3-5 years of experience in an IT support role.
• In-depth understanding of hardware, software, and IT environments.
• Proven experience in advanced troubleshooting and problem resolution.
• Strong understanding of networking concepts.
• Knowledge of administering and maintaining IT infrastructure including Okta and Google Workspace.
• Proficiency in macOS and Windows environments.
• Awareness of scripting languages, no code automation tools, and infrastructure as code technologies.
• Ability to implement IT best practices and processes.

Tech Stack

• MacOS

Benefits

• Remote-First Culture
• We supported #remotelife long before it was a given. We'll keep promoting it.
• Competitive Salary & Equity
• Comprehensive Medical, Dental, and Vision Plan Offerings
• Life and disability coverage including voluntary options
• Parental Leave
• up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements
• 401K Company Contribution
• Openly contributes 3% of the employee's gross income, even if the employee does not contribute.
• Work-from-home stipend
• We provide a $1,500 allowance to spend on setting up your home workplace
• Annual Professional Development Fund: Each employee has $2,000 in professional development (PD) funds to spend on activities or resources annually. We want each Openly employee to achieve personal and professional success and to feel supported, confident, and informed about improving their efficiency and productivity.
• Be Well Program
• Employees receive $50 per month to use towards your overall well-being
• Paid Volunteer Service Hours
• Referral Program and Reward