IT and Desktop Support Specialist

TicketManager•Calabasas, CA

1d•$70,000 - $80,000•Onsite

About The Position

As our IT and Desktop Support Specialist, you'll be a key member of our Technology team, keeping the people, devices, and everyday tools that our company runs on working smoothly. One day you're setting up a new hire's laptop, the next you're resolving a WiFi issue in a conference room, resetting an MFA prompt, or helping a teammate get access to the software they need. You'll be the friendly, reliable face of IT day to day, with plenty of room to grow your skills and take on more responsibility over time.

Requirements

Bachelor’s degree required, preferably in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field
1–3 years of experience in an IT help desk, desktop support, or technical support role
Strong Microsoft 365 and Microsoft Entra administration experience. Identity, licensing, groups and mail security should be second nature
Experience managing Windows endpoints at scale, including device build, MDM enrollment, disk encryption and patching
Experience administering a broad SaaS estate, including user provisioning and deprovisioning
Working knowledge of a cloud environment such as AWS, particularly identity and access management, storage and certificates. Architecture-level depth is not required
Able to troubleshoot problems that span several vendors and systems at once, where the answer is not in any one product's documentation
Working knowledge of service desk ticketing software, e.g., Zendesk, Jira
Some familiarity with DNS and email deliverability, such as SPF, DKIM and DMARC. Depth here is welcome but not expected, and we are happy to teach it
Strong documentation habits. Writing runbooks that someone else can follow is part of the role
Self-motivated, takes ownership, and thrives in an entrepreneurial, autonomous environment
Excellent interpersonal, organizational, verbal and written communication skills

Nice To Haves

Experience with an HR and IT platform such as Rippling, particularly device management and application provisioning, is highly desirable
Experience with telephony platforms or messaging APIs, Jira and Atlassian administration, or scripting for automation, is desirable

Responsibilities

Provide day-to-day technical support to team members across our offices and remote staff, resolving hardware, software, network and application issues
Install, upgrade, and troubleshoot hardware and software systems including office networks, laptops, WiFi and conference room technology, and manage the device lifecycle from procurement through MDM enrollment, repair and retirement
Provide on-boarding for new employees, and off-boarding for departing employees or internal changes in roles, including complete and timely access revocation
Administer Microsoft 365 and Microsoft Entra, including accounts, licensing, groups, multi-factor authentication, conditional access, and mail routing and security
Administer our SaaS platforms, with Rippling and Drata central and growing, alongside 1Password, GitHub, Jira, Confluence, Zendesk and Slack. Expect these platforms to take on more of the device, account and onboarding lifecycle over time, and to own how that gets built out
Provision and maintain the customer-facing infrastructure our platform depends on, including e-ticket email accounts, phone numbers, distribution lists and per-customer email branding
Maintain and troubleshoot the one-time-passcode forwarding path customers use to authenticate to third-party ticketing platforms
Manage DNS, domains and certificates across our company domains, and support our cloud environment alongside the Technology team
Run quarterly user access reviews and keep our compliance evidence in order
Build integrations and automation between our platforms to reduce repetitive manual work
Document procedures for procedure that other may need to perform