IT Support Specialist II (Remote, US)

Openly

1d•$64,000 - $106,500•Remote

About The Position

We're looking for an experienced and proactive IT Support Specialist II to join our team. In this mid-level role, you'll be instrumental in managing our IT infrastructure, resolving complex technical issues, and guiding junior team members. You'll take ownership of technical challenges, contribute to the improvement of IT processes, and collaborate with other teams to ensure our IT operations are efficient and effective. This position is ideal for a skilled IT professional who is ready to take on a larger role in technical support and is passionate about process improvement.

Requirements

Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications.
3-5 years of experience in an IT support role.
In-depth understanding of hardware, software, and IT environments.
Proven experience in advanced troubleshooting and problem resolution.
Strong understanding of networking concepts.
Knowledge of administering and maintaining IT infrastructure including Okta and Google Workspace.
Proficiency in macOS and Windows environments.
Awareness of scripting languages, no code automation tools, and infrastructure as code technologies.
Ability to implement IT best practices and processes.
Customer Service: A strong commitment to providing prompt and effective support to end-users with a patient and empathetic approach.
Communication Skills: Communicates clearly and concisely with both technical and non-technical stakeholders, actively listening and ensuring you are understood.
Documentation: Creates and maintains comprehensive documentation for IT infrastructure and processes, sharing knowledge with the team.
Process Improvement: Proactively identifies opportunities to enhance IT support processes and implements solutions to increase efficiency.
Proactive Learning: A strong desire to learn and expand your technical knowledge.
Collaborative Problem-Solving: Acts as a resource for troubleshooting across the organization, working with other IT teams to address complex issues.

Responsibilities

Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis.
Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems.
Administer and maintain IT infrastructure, including user account management, access control, and other critical systems.
Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness.
Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team.
Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications.
Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions.
Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software.
Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools.
Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends.
Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring you are understood.

Benefits

Remote-First Culture
Competitive Salary & Equity
Comprehensive Medical, Dental, and Vision Plan Offerings
Life and disability coverage including voluntary options
Parental Leave - up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements
401K Company Contribution
Work-from-home stipend - $1,500 allowance
Annual Professional Development Fund: $2,000
Be Well Program - $50 per month
Paid Volunteer Service Hours
Referral Program and Reward