IT Support Specialist

Eltropy Inc.•Santa Clara, CA

6h•Onsite

About The Position

We are seeking a detail-oriented and proactive IT Support Specialist to join our team. In this role, you will serve as the primary point of contact for all employee technology needs, managing day-to-day helpdesk operations, device lifecycle management, and office technology infrastructure. This role supports both on-site and remote employees, ensuring a consistent and reliable IT experience regardless of location. Beyond end-user support, this role also contributes to backend system configuration, automation, and platform administration helping to build and maintain the infrastructure that keeps our team productive. The ideal candidate thrives in a fast-paced environment, communicates clearly, and takes ownership of issues from identification through resolution.

Requirements

2–3 years of experience in an IT support or helpdesk role
Hands-on experience with both Windows and macOS troubleshooting and administration
Proficiency with MDM tools for Windows & MacOS (device profiles, blueprints, automated device enrollment, compliance policies, configuration profiles.
Experience administering IDP Tools, including Conditional Access, group management, and SSO integrations
Familiarity with Help desk administration — ticket workflows, macros, triggers, and reporting
Experience with employee device logistics, including remote shipping and asset recovery
Experience supporting a global remote workforce
Strong problem-solving skills and the ability to prioritize competing requests
Excellent written and verbal communication skills

Nice To Haves

Experience with SAML/SSO configuration and identity provider (IdP) management
Familiarity with scripting or automation (PowerShell, Bash, or similar) for IT workflow improvement
Experience with network administration (VLANs, DNS, DHCP, managed switches/APs)
Relevant certifications: Microsoft MD-102, Google Associate, CompTIA A+ / Network+, or similar

Responsibilities

Provide live helpdesk support for Windows and macOS environments, diagnosing and resolving hardware, software, and connectivity issues
Serve as the first IT point of contact for all on-site and remote employees, managing support tickets and providing timely remote assistance.
Manage the full employee device lifecycle, including provisioning, configuring, shipping, and recovering laptops for new hires and departing employees.
Own the IT onboarding and offboarding process, ensuring new employees are equipped and productive from day one and that access and equipment are properly reclaimed upon departure
Maintain and troubleshoot office technology infrastructure, including conference/smart room AV systems, printers, and Wi-Fi networks
Document processes, maintain an internal knowledge base, and identify opportunities to improve IT workflows
Assist with vendor coordination as needed
Administer and maintain endpoint management platforms, including (macOS) and (Windows) including building and managing device enrollment profiles, configuration policies, compliance rules, and automated workflows
Manage IDP, including user lifecycle management, group policies, Conditional Access policies, role assignments,user provisioning, organizational unit (OU) structure, shared drives, email routing rules, security settings, third-party app integrations and SSO/app integrations
Configure and maintain IT Help desk, including ticket routing rules, macros, triggers, SLA policies, and reporting views to optimize helpdesk operations
Manage Internal communication systems, including workspace settings, user provisioning/deprovisioning, channel governance, app integrations, and security policies
Support identity and access management (IAM) initiatives, including SAML/SSO configuration, MFA enforcement, and access reviews across the tool stack
Assist in evaluating, onboarding, and integrating new SaaS tools into the existing IT environment
Contribute to IT security hygiene efforts including patch management, endpoint compliance reporting, and policy enforcement.