IT Support Specialist II

Key Responsibilities

• 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: Associate's 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.

Core Competencies

• Strong commitment to customer service with a patient and empathetic approach.
• Clear and concise communication skills with both technical and non-technical stakeholders.
• Creates and maintains comprehensive documentation.
• Proactively identifies and implements process improvements.
• Strong desire to learn and expand technical knowledge.
• Collaborative problem-solving across the organization.

Compensation & Benefits

Budgeted Salary Range: $68,000–$81,000 USD
Full Salary Range: $64,000–$106,500 USD

Benefits & Perks:

• Remote-first culture
• Competitive salary & equity
• Comprehensive medical, dental, and vision plans
• Life and disability coverage
• Parental leave up to 8 weeks
• 401K company contribution (3% of gross income)
• $1,500 work-from-home stipend
• $2,000 annual professional development fund
• $50/month Be Well program
• Paid volunteer service hours
• Referral program