IT Support Specialist

The Role

We are looking for a service-oriented IT Support Specialist to join our team. While technical aptitude is important, your ability to communicate with empathy and patience is paramount. You will be the "face" of our IT department, ensuring that our employees feel supported, heard, and empowered to do their best work.

If you are a problem-solver who takes pride in turning a frustrated user into a happy one, we want to hear from you.

Key Responsibilities

• Be the First Line of Defense: Serve as the primary point of contact for incoming queries, prioritizing a high-touch, "white-glove" customer service experience.
• Translate "Tech" to "Human": Troubleshoot hardware and software issues, but more importantly, explain solutions to non-technical colleagues in clear, jargon-free language.
• Onboarding Experience: Create a welcoming Day 1 experience for new hires by ensuring their workstations, accounts, and software are set up perfectly before they arrive.
• Lifecycle Management: Manage inventory and procurement for equipment, handling the full lifecycle from purchasing for new hires to offboarding and reclaiming gear from departing users.
• Problem Solving: Diagnose and resolve issues with computer systems and software promptly while complying with our service standards.
• Knowledge Sharing: Document troubleshooting steps and resolutions to build a helpful knowledge base for both the IT team and the end-users.
• Collaborate & Secure: Work with the wider IT team to implement infrastructure improvements and ensure all users are following security protocols without hindering their productivity.

Core Qualifications (Must Haves)

• Customer Obsession: Exceptional interpersonal skills. You must possess the ability to remain calm under pressure and de-escalate stressed users.
• Communication: Strong written and verbal communication skills are non-negotiable. You should be comfortable teaching people how to use technology.
• Experience: 2+ years of experience in a customer-facing role (e.g., IT Helpdesk, Client Services, Hospitality, or Customer Success).
• Autonomy: Ability to work independently in a fast-paced environment while knowing when to escalate complex issues.
• Problem Solving: A natural curiosity to figure out how things work and how to fix them when they break.

Preferred Tech Stack (Nice to Have)

We are willing to train the right person, but familiarity with the following tools is a plus:

• Productivity & Collaboration: Google Workspace, Slack, Zoom, and Notion.
• Identity Management: JumpCloud.
• Specific Software: Experience supporting Athena.
• Hardware Environment: Comfort working with both PC (Windows) and Mac (macOS) hardware.
• Frameworks: Familiarity with ITIL framework or similar ticketing workflows.
• Education: Bachelor's degree in a related field OR equivalent combination of education and experience.