IT Support Specialist II

You'll be instrumental in managing our IT infrastructure, resolving complex technical issues, and guiding junior team members. You'll take ownership of technical challenges, contribute to the improvement of IT processes, and collaborate with other teams to ensure our IT operations are efficient and effective. This role is ideal if you're a skilled IT professional ready to take on a larger role in technical support and passionate about process improvement.

Responsibilities

• Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues requiring in-depth troubleshooting and analysis
• Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to resolve intricate problems
• Administer and maintain IT infrastructure, including user account management and access control
• Identify opportunities to enhance IT support processes and implement improvements
• Create and maintain comprehensive documentation for IT infrastructure and processes
• Provide training and guidance to end-users and junior team members on best practices
• Facilitate the IT onboarding process for new hires by configuring computers and applications
• Manage IT assets and inventory from procurement and deployment to tracking and disposal
• Lead and coordinate small to medium IT projects using project management methodologies and tools
• Support and maintain both macOS and Windows environments
• Communicate technical solutions to technical and non-technical stakeholders

Requirements

• Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications
• 3-5 years of experience in an IT support role
• In-depth understanding of hardware, software, and IT environments
• Proven experience in advanced troubleshooting and problem resolution
• Strong understanding of networking concepts
• Knowledge of administering and maintaining IT infrastructure including Okta and Google Workspace
• Proficiency in macOS and Windows environments
• Awareness of scripting languages, no code automation tools, and infrastructure as code technologies
• Ability to implement IT best practices and processes

Benefits

• Remote-First Culture
• Competitive Salary & Equity
• Comprehensive Medical, Dental, and Vision Plan Offerings
• Life and disability coverage including voluntary options
• Parental Leave - up to 8 weeks (320 hours) of paid parental leave
• 401K Company Contribution - Openly contributes 3% of the employee's gross income
• Work-from-home stipend of $1,500
• Annual Professional Development Fund of $2,000
• Be Well Program - $50 per month towards well-being
• Paid Volunteer Service Hours
• Referral Program and Reward