IT Specialist

About the Role

Join our remote-first, deeply technical company as an IT Specialist, where you'll be the human heartbeat behind our internal systems. This role is crucial for enabling all team members to do their best work through fast, secure, and low-friction IT support, while building durable foundations as we scale.

Responsibilities

• Prioritize and deliver excellent IT support via Slack, email, and ticketing system, ensuring quick, accurate resolutions.
• Own and continuously improve the ticketing process, including triage, categorization, SLAs, and documentation.
• Troubleshoot and resolve issues across hardware, software, peripherals, and identity/access, escalating complex problems effectively.
• Create and maintain self-service documentation (how-tos) to empower team members.
• Manage the full lifecycle of endpoints (macOS & Linux), including acquisition, imaging, software installs, updates, and configurations.
• Administer hardware and software assets using MDM and security tooling, maintaining accurate inventories.
• Collaborate with IT leadership to address complex issues and drive pragmatic solutions.
• Ensure daily compliance with IT/Security policies, promoting a "secure by default" environment.
• Participate in an on-call rotation to provide continuous support.
• Facilitate a smooth employee lifecycle, from onboarding new hires with necessary hardware and access to collaborating with HR.
• Coordinate with vendors for global hardware ordering, tracking, and shipping to ensure seamless Day 1 experiences.

Requirements

• Proven experience in IT Support, ideally within a remote-first or startup environment, demonstrating comfort with ambiguity and speed.
• Strong hands-on experience with macOS and solid working knowledge of Linux operating systems.
• Expertise in administering Mobile Device Management (MDM) solutions (e.g., Jamf, Kandji, Fleet) and endpoint/security tooling.
• Practical understanding of IT Security best practices and a proactive desire to enhance them through process and automation.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences empathetically.
• Willingness to travel occasionally for team meetups or specific onsite requirements.
• A self-starter mentality, capable of balancing independent execution with team collaboration.
• Demonstrated curiosity, adaptability, and comfort in a dynamic, "many hats" environment as the company grows.
• A builder’s mindset, motivated to create scalable internal systems and positive user experiences.