The IT Support Specialist will require an aptitude for diagnosing and resolving problems in the areas of operating systems, applications, connected peripherals, and computer hardware. This role is responsible for the inventory, maintenance, support, and rollout of technical assets. The IT Support Specialist will own support requests reported by team members, as well as issues identified through our tools, and will resolve or escalate them as needed. The ideal candidate will have experience with a wide range of technologies, operating systems, and networking concepts, with a focus on macOS, and a desire to continuously improve upon that knowledge.
Key Responsibilities & Objectives
- Own IT tickets from creation through resolution, including identifying opportunities to improve processes and reduce repeat issues.
- Handle incidents and requests according to service level agreements (SLAs).
- Configure endpoints across multiple operating systems, including macOS, Windows, and Linux.
- Own Mobile Device Management (MDM) processes, including rollouts, updates, application configuration, and hardening.
- Manage user access to internal systems, including onboarding and offboarding workflows and SSO troubleshooting.
- Provide hardware and peripheral support and maintenance, including office audio, visual, and conference room devices.
- Assist in companywide technology projects and implementations as needed, including design, deployment, and configuration of applications, hardware, and tools.
- Assist with assigned security tasks such as OS and application patching, deploying security tooling and configurations, and audit assistance.
- Create and maintain configuration, system, and operations documentation.
- Maintain and help build automation scripts for MacBook deployments.
- Other duties as assigned.
Requirements
- 2+ years of related experience and/or training, or equivalent combination of education and experience
- Strong working familiarity with macOS
- Experience with Jamf Pro or another MDM
- Experience managing user accounts and application access
- Solid understanding of networking concepts and troubleshooting, including DNS, IP, and network hardware
- Strong verbal and written communication skills
- Strong troubleshooting skills, attention to detail, and solid documentation habits
- Able to work independently and take initiative
Preferred Qualifications
- Experience across Apple products (MacBook, Mac mini, iPhone, iPad, Apple TV) and Apple Business Manager
- Experience installing, troubleshooting, and maintaining office equipment, including printers, monitors, TVs, VoIP/desk phones, and conference room hardware and software
- Familiarity developing scripts (bash/zsh) to automate administrative tasks
- Experience with any of the following is a plus: Google Workspace, Okta, Slack, Zoom, Linear, HubSpot, Dialpad, and/or Zapier
Additional Requirements
- Ability to work in-office in Orlando, FL
- Ability to lift and move computer and other electronic equipment weighing up to 60 lbs
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Role is located out of our Winter Park, FL Office
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Voluntary Short Term & Long Term Disability
- Training & Development
- Free Food & Snacks
- Wellness Resources
