IT Support Specialist

Fullbay•Phoenix, AZ

6d•Hybrid

About The Position

Fullbay is building its IT and security function from the ground up, and this role is the foundation. As our IT Support Specialist, you'll be the first call for a roughly 200-person hybrid and remote team, keeping a Mac-majority environment running on Google Workspace and Microsoft 365. You'll provision hardware, manage access, and resolve issues, and you'll do it without a local IT team or a walk-up desk behind you. Just as important, you'll build the systems that make support scalable: ticketing workflows, onboarding and offboarding processes, asset inventory, documentation, and the security hygiene that keeps the company protected. This is a chance to shape how IT works at a growing, PE-backed SaaS company rather than inherit a function that's already fully formed.

Requirements

4+ years of hands-on IT support experience, with at least some of that at a small or scaling company where you had exposure to building process, not just following it
Strong, demonstrable experience supporting macOS in a business/enterprise environment (this is a Mac-majority shop)
Hands-on administration experience with Google Workspace as an identity/productivity platform (user management, groups, security settings, not just end-user use)
Proven experience managing full user lifecycle: onboarding, offboarding, access provisioning and deprovisioning, license management
Demonstrated ability to work independently in a fully remote environment — no local IT team, no walk-up desk, no in-person escalation path
Strong written and verbal communication skills; comfortable being the primary, consistent point of contact for a distributed workforce
Experience troubleshooting across a mixed hardware/software environment (laptops, SaaS applications, identity/access issues)
A track record of creating or improving documentation (SOPs, runbooks, knowledge base articles) — even informally

Nice To Haves

Experience administering a Microsoft 365 tenant alongside Google Workspace (we run both)
Exposure to basic endpoint management/MDM tooling (Jamf, Kandji, Intune, or similar)
Familiarity with MFA/SSO implementation and enforcement (Okta, Google SSO, Duo, etc.)
Experience supporting SaaS application governance — vendor management, license audits, access reviews across a large application portfolio (50+ apps)
Some exposure to compliance or security frameworks (SOC 2, ISO 27001, or similar) — even if you weren't the one driving them
Experience at a company that runs parallel/legacy and current product platforms, or otherwise supporting users through a system migration
Relevant certifications (CompTIA A+, Google Workspace Administrator, Microsoft 365 Certified, etc.)
Prior experience at a PE-owned or newly-scaling company, where IT/security functions were being built rather than inherited fully-formed

Responsibilities

Serve as the primary point of contact for employee IT support across a Mac-majority environment, provisioning and troubleshooting hardware, software, and account access
Administer and support Google Workspace as the core identity and productivity platform, alongside a Microsoft 365 tenant
Manage user lifecycle tasks: onboarding, offboarding, access provisioning/deprovisioning, and license management across the application portfolio
Triage, document, and resolve support requests, and help design and maintain the ticketing/workflow process used to track them
Build and maintain IT documentation: runbooks, SOPs, an asset inventory, and onboarding/offboarding checklists
Perform basic security hygiene tasks, including endpoint management, MFA enforcement, and access reviews
Identify recurring issues and propose process or tooling improvements
Support vendor-facing tasks, such as coordinating with SaaS vendors on account or licensing issues, as part of application governance
Manage hardware procurement, imaging, shipping, and returns for a fully remote workforce, including tracking assets through their lifecycle
Maintain and enforce endpoint management/MDM policies (e.g., Jamf, Kandji, or similar) across company devices
Support SSO configuration and troubleshooting for employees accessing SaaS applications
Monitor and respond to basic security alerts, escalating as needed to appropriate stakeholders
Conduct periodic access reviews and license audits across the application portfolio to identify unused or redundant accounts
Assist with compliance-related documentation and evidence gathering (e.g., for SOC 2 or similar frameworks)
Track and report on support metrics (ticket volume, resolution time, recurring issue categories) to inform process improvements
Coordinate device and software patching/update cycles to maintain a consistent security baseline