Description

The IT Support Specialist serves as the first point of contact for technical support across our globally distributed team, including frontline troubleshooting of internal systems and third-party integrations. This role combines hands-on helpdesk support with opportunities to grow into infrastructure and systems administration responsibilities over time. You will support staff across multiple countries, working with a mix of macOS, Windows, and Linux environments. Strong communication skills, cultural sensitivity, and a heart for service are essential.

• Provide responsive, friendly technical support to staff across multiple time zones
• Troubleshoot and resolve hardware, software, and connectivity issues across macOS (primary), Windows, and Linux systems
• Administer and support Google Workspace accounts, including user provisioning, permissions, and security settings
• Troubleshoot issues with internal systems and integrations, including custom web applications, workflow automation tools (Windmill, Zapier), CRM platforms (Salesforce), email marketing (Mailchimp), and other third-party services
• Triage and attempt to resolve internal system issues independently; gather detailed information from end users and escalate to the Director of Technology when needed
• Create and maintain documentation and knowledge base articles, particularly for recurring issues, to improve resolution over time
• Manage and prioritize support tickets effectively, ensuring timely resolution and clear communication throughout
• Assist with onboarding and offboarding of staff, including device setup, account creation, and access management
• Support and maintain basic server and infrastructure components under the guidance of the Director of Technology
• Contribute to IT projects and process improvements as skills and experience grow