IT Systems & Support Specialist

We Are Rosie•Dallas, TX

2d•Remote

About The Position

We Are Rosie is seeking an IT Systems & Support Specialist to lead and evolve their technical support function. This role involves hands-on IT support, systems administration, and technical troubleshooting, combined with process improvement and operational leadership. The specialist will be the primary resource for resolving complex technical issues, supporting internal teams and 'Rosies' (contractors), and building scalable systems to enhance operational efficiency. This position is ideal for someone who enjoys both detailed problem-solving and strategic process improvement. It is a full-time role that can be performed from anywhere within the United States.

Requirements

4–6+ years of experience in IT support, technical support, or systems administration
Strong troubleshooting skills across hardware, software, and cloud-based systems
Experience managing user access, onboarding/offboarding, and system administration
Experience with ticketing systems and SLA-driven support environments
Ability to manage multiple priorities and respond effectively in a fast-paced environment
Clear, empathetic communication skills with both technical and non-technical audiences
Experience with SaaS tools and modern tech stacks (Google Workspace, Slack, Okta, etc.)
Experience supporting distributed or remote teams

Nice To Haves

Click Up Preferred

Responsibilities

Serve as the primary escalation point for technical issues across systems, tools, and user environments.
Provide day-to-day IT support to internal team members, Rosies, or external partners.
Troubleshoot hardware, software, access, and system-related issues with a strong sense of ownership and urgency.
Resolve logged errors and support requests within defined service level agreements.
Manage user lifecycle processes, including onboarding, offboarding, access provisioning, and permissions.
Monitor system performance, hardware health, and software reliability, and provide options and recommendations for resolving issues.
Design and optimize support workflows and escalation paths.
Research and present creative solutions for clients with complex IT Operations and equipment needs.
Collaborate with internal and external partners to identify trends in support issues and proactively implement solutions to reduce volume and improve efficiency.
Build and maintain a knowledge base, documentation, and troubleshooting guides.
Implement tools and systems to track performance, ticket volume, and resolution times.
Train team members on hardware usage, system tools, and software functionality.
Create clear, accessible documentation and resources to support self-service where appropriate.
Act as a trusted, approachable resource for technical questions and guidance.
Support data transfers, system testing, and implementation of new tools or reports.
Assist with maintaining databases and ensuring data integrity and security best practices.
Ensure the We Are Rosie team has the best possible IT infrastructure with proactive troubleshooting, communicating and planning.
Support system upgrades, software updates, and implementation of new technologies.
Own and continuously improve the organization’s security program maturity, including prioritizing and driving remediation of risks.
Support and provide responses for client driven security questionnaires (RFPs, due diligence requests etc.) ensuring accuracy, consistency and timely delivery.
Drive cybersecurity readiness initiatives and lead or support security assessments.
Partner cross-functionally to remediate findings from audits, assessments and tests.
Maintain security audit performance, supporting successful outcomes for annual audits.