IT Operations Specialist

Gray Swan AI•Pittsburgh, PA

2d•Onsite

About The Position

Gray Swan is seeking an IT Support Specialist to support employees both in the office and remotely, administer workplace tools, maintain conference room technology, and manage the company’s laptop fleet. The role calls for strong technical troubleshooting skills and a customer-focused approach, with clear communication, ownership of issues, and the ability to make technology approachable for employees with varying levels of technical experience. The position is onsite at Gray Swan’s Pittsburgh office four days per week. Relocation support is provided. Success means employees receive dependable support, new hires have the equipment and access they need, conference rooms are ready for meetings, and laptop inventory and IT documentation remain accurate and current.

Requirements

Hands-on experience administering Google Workspace, Slack, and Zoom.
Experience supporting Zoom Rooms and conference room hardware, including Neat devices.
Experience creating and maintaining a Notion knowledge base.
Strong Mac support skills, including hardware and macOS troubleshooting.
Experience administering Okta or another identity provider (IdP).
Strong technical support skills and a systematic approach to diagnosing and resolving issues.
Experience supporting both in-office and remote employees.
Customer-focused mindset, with patience, empathy, and clear communication.
Experience ordering and maintaining a laptop fleet, including procurement, deployment, inventory tracking, and lifecycle management.
Ability to prioritize competing requests, work independently, and take ownership of problems through resolution.

Responsibilities

Provide responsive, friendly technical support to in-office and remote employees.
Troubleshoot Mac hardware, macOS, applications, connectivity, and peripheral issues.
Administer Google Workspace, Slack, and Zoom, including user accounts, permissions, settings, and troubleshooting.
Manage employee access through Okta or another identity provider, including onboarding, offboarding, single sign-on, and multifactor authentication.
Maintain Zoom Rooms and conference room hardware, including Neat devices, and resolve audio, video, and meeting connectivity issues.
Create and maintain troubleshooting guides, employee resources, and internal procedures in the Notion knowledge base.
Order, configure, deploy, track, and maintain the laptop fleet, including repairs, replacements, inventory, and equipment recovery.
Support employee onboarding and offboarding to ensure timely access and equipment readiness.
Track support requests, communicate progress, and follow issues through to resolution.
Identify recurring problems and improve IT processes and the employee support experience.