IT Support and System Administration Specialist

SheerID•Portland, OR

About The Position

You will divide your time between high-quality technical support and executing foundational IT administration/automation projects. I. IT Support Desk & End-User Experience Onboard and off-board employees – ensuring rapid productivity and intact system security Manage user identity, provisioning, and de-provisioning within our core platforms, including Google Workspace, JumpCloud, and Rippling. Partner with DevOps and Rev Ops to ensure ancillary systems are also successfully provisioned and de-provisioned. Provide hands-on, person-to-person onboarding support on the first day along with useful education/orientation for new employees to the Company’s critical software and systems. Ensure laptop configuration, mobile phones, printers, and office network access are set up for ease of use and quick success. Serve as a first point of contact for U.S. employees seeking technical assistance via our ticketing system, Slack, and email. Perform rapid remote troubleshooting, diagnostics and effective solutions for Mac and PC hardware, operating systems, and core applications. Consistently resolve tickets in a timely manner. Effectively walk customers through the best solution, providing clear, helpful information and professional follow-up. Directly contribute to the continual development and/or upgrading of “How To” information and technology/tools employee educational content on the Company Intranet, SheerSphere to support employee self-service and up-skilling with SheerID tools and technology. Provide white-glove, desk-side support for local Portland employees as needed. Maintain printer and meeting room AV set-ups as needed to ensure readiness. II. Systems & Automation Projects Develop and maintain scripts (e.g., Python, Bash, PowerShell) to automate repetitive IT tasks and improve efficiency for endpoint management and user lifecycle events. Manage SSO integrations to ensure maximum efficiency and seamless user experience. Manage the enterprise software library and software updates through administration of the Managed Software Center. Manage regular OS updates to ensure security and optimal system performance. Build API integrations between our key platforms (e.g., JumpCloud, the new ticketing system, HRIS) to ensure seamless data flow and process automation. Manage and audit IT inventory, including hardware asset tracking and endpoint encryption key management via JumpCloud. Collaborate with senior IT staff on system improvements and documentation of new procedures. Be a continual learner and thinker, bringing ideas and recommendations for innovation that improve efficiency and end user satisfaction.

Requirements

Proven experience (2+ years) in technical support, IT help desk, or comparable customer service role.
Hands-on experience supporting and troubleshooting both Mac and PC operating systems in a professional environment.
Familiarity with modern IT environments, including Google Workspace administration and remote control technologies.
Foundational scripting ability (e.g., basic Python, Bash, or PowerShell knowledge) and a desire to grow automation skills.
Excellent communication skills—the ability to translate complex technical issues into clear, understandable language. Diligent about clear documentation that supports ongoing efficiency.
Customer-service oriented, cool-tempered, and highly patient when dealing with a variety of stakeholders and technical challenges. Committed to timely response and clear, complete follow-up.

Nice To Haves

Identity & Device Management: Direct experience with JumpCloud for identity, single sign-on (SSO), or device management (MDM).
System Integration: Familiarity with API usage (e.g., RESTful APIs) for connecting and integrating systems and platforms.
Global/Remote Environment: Experience working in an IT support capacity for a remote or globally distributed company.
Networking Fundamentals: Basic knowledge of networking concepts such as TCP/IP, DNS, and VPNs.
Dev Ops: familiarity with Docker and the administration of cloud platforms (AWS, GCP or Azure) and some experience in automating custom IT tools
Emerging Technology Interest: Demonstrated curiosity or initial experience with AI/GenAI applications for enhancing IT efficiency, such as using LLMs for improved troubleshooting, documentation, or basic code generation.

Responsibilities

Onboard and off-board employees – ensuring rapid productivity and intact system security
Manage user identity, provisioning, and de-provisioning within our core platforms, including Google Workspace, JumpCloud, and Rippling. Partner with DevOps and Rev Ops to ensure ancillary systems are also successfully provisioned and de-provisioned.
Provide hands-on, person-to-person onboarding support on the first day along with useful education/orientation for new employees to the Company’s critical software and systems.
Ensure laptop configuration, mobile phones, printers, and office network access are set up for ease of use and quick success.
Serve as a first point of contact for U.S. employees seeking technical assistance via our ticketing system, Slack, and email. Perform rapid remote troubleshooting, diagnostics and effective solutions for Mac and PC hardware, operating systems, and core applications. Consistently resolve tickets in a timely manner. Effectively walk customers through the best solution, providing clear, helpful information and professional follow-up.
Directly contribute to the continual development and/or upgrading of “How To” information and technology/tools employee educational content on the Company Intranet, SheerSphere to support employee self-service and up-skilling with SheerID tools and technology.
Provide white-glove, desk-side support for local Portland employees as needed.
Maintain printer and meeting room AV set-ups as needed to ensure readiness.
Develop and maintain scripts (e.g., Python, Bash, PowerShell) to automate repetitive IT tasks and improve efficiency for endpoint management and user lifecycle events.
Manage SSO integrations to ensure maximum efficiency and seamless user experience.
Manage the enterprise software library and software updates through administration of the Managed Software Center. Manage regular OS updates to ensure security and optimal system performance.
Build API integrations between our key platforms (e.g., JumpCloud, the new ticketing system, HRIS) to ensure seamless data flow and process automation.
Manage and audit IT inventory, including hardware asset tracking and endpoint encryption key management via JumpCloud.
Collaborate with senior IT staff on system improvements and documentation of new procedures.
Be a continual learner and thinker, bringing ideas and recommendations for innovation that improve efficiency and end user satisfaction.