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

• Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications.
• 3-5 years of experience in an IT support role.
• Awareness of scripting languages (Python), no code automation tools, and infrastructure as code technologies (Terraform).
• 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.
• Ability to implement IT best practices and processes.

Core Competencies

• Customer Service: A strong commitment to providing prompt and effective support to end-users with a patient and empathetic approach.
• Communication Skills: Communicates clearly and concisely with both technical and non-technical stakeholders, actively listening and ensuring you are understood.
• Documentation: Creates and maintains comprehensive documentation for IT infrastructure and processes, sharing knowledge with the team.
• Process Improvement: Proactively identifies opportunities to enhance IT support processes and implements solutions to increase efficiency.
• Proactive Learning: A strong desire to learn and expand your technical knowledge.
• Collaborative Problem-Solving: Acts as a resource for troubleshooting across the organization, working with other IT teams to address complex issues.

Perks & Benefits

• Remote-First Culture with flexible, distributed team.
• Competitive Pay & Equity: Top-tier base salary plus ownership in Openly’s growth.
• Comprehensive Health Coverage: Medical, dental, and vision plans.
• Life & Disability Insurance.
• Parental Leave: Up to 8 weeks of paid parental leave.
• 401(k) Company Contribution: 3% of gross income.
• Home Office Setup: $1,500 upfront allowance plus $75/month internet stipend.
• Professional Development: $2,000 annually.
• "Be Well" Program: $50/month stipend.
• Volunteer Hours & Referral Rewards.