Senior Specialist, IT Operations

Housecall Pro

1d•$60,000 - $75,000•Remote

About The Position

As a Senior Specialist, IT Operations, you play a critical role in ensuring the seamless functioning, security, and scalability of our technology infrastructure. This role goes beyond just providing basic support — it involves serving as a point of escalation, driving process improvements, and using automation and AI to enhance the efficiency and impact of the IT Operations team. As a senior team member, you troubleshoot complex technical issues, support initiatives to improve IT workflows, assist in implementing new systems and processes, and share knowledge to support peer development. Our team is passionate, empathetic, hardworking, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.

Requirements

2+ years of professional experience in IT support, systems administration, or IT operations.
Proficiency in macOS and Windows troubleshooting and administration.
Strong familiarity with Okta and IAM frameworks and standards such as SAML, OAuth, and SCIM.
Understanding of networking concepts such as TCP/IP, DNS, DHCP, VPNs, and VLANs.
Experience leveraging AI or machine learning tools to optimize IT operations (e.g., ticket triage, or knowledge base enhancement).
Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex cross-platform issues.
Excellent communication and documentation skills with a focus on customer empathy and technical clarity.
Proven ability to work in a dynamic, fast-changing environment, adapting to shifting priorities and business goals.
Experience mentoring peers and contributing to a culture of continuous improvement.
Bachelor’s degree or equivalent work experience

Nice To Haves

Ownership: You take initiative, drive resolution, and proactively identify improvement opportunities.
Detail Oriented: You take pride in noticing the small things and go the extra mile to ensure things are done right.
Collaboration Skills: You work cross-functionally, partnering with internal teams and external vendors to deliver solutions.
Customer-Centric Approach: You deliver outstanding support to all employees, including executives, with professionalism and empathy.
Adaptability: You thrive in a high-growth, rapidly evolving tech environment.

Responsibilities

Provide first-line technical support for hardware (macOS and Windows) and software issues.
Serve as a point of escalation for advanced technical issues, providing guidance and mentorship to IT Specialists and other team members.
Troubleshoot and resolve complex issues involving SaaS tools (e.g., Okta, Google Workspace, Zoom, Slack).
Support and enhance the onboarding/offboarding processes, ensuring secure and efficient user provisioning through tools like Okta.
Identify opportunities to integrate AI tools into IT workflows, using automation and AI-driven analytics to enhance troubleshooting, ticket triage, and asset management.
Collaborate with the IT team to evolve existing processes and implement new frameworks in response to shifting business needs.
Manage and maintain accurate documentation of procedures, configurations, and system standards.
Coordinate with 3PL vendors and internal teams to manage equipment logistics, inventory, and procurement.
Participate in an on-call rotation to address urgent after-hours support requests.