IT Support Specialist

The Role

The IT Support Specialist is the frontline of Oxford Road's internal technology function, responsible for ensuring that employees can work without friction. This role handles day-to-day technical support across devices, applications, and access, following established security and service management standards. It reports directly to the Senior IT Administrator and serves as the first point of contact for the agency's 200+ employees when something isn't working.

This is an execution-focused role designed for someone who is organized, service-oriented, and takes genuine pride in fast, high-quality support. The IT Support Specialist keeps tickets moving, documentation accurate, and employees unblocked so the Senior IT Administrator can focus on infrastructure, security, and function-level ownership.

Scope of Ownership

• Owns first-response IT support for all Oxford Road employees: triaging, resolving, and documenting incoming requests
• Owns the day-to-day help desk queue: ticket intake, prioritization, resolution, and escalation to the Senior IT Administrator when needed
• Supports device lifecycle tasks: imaging, deployment, replacements, equipment returns, and decommissioning under Senior IT Administrator direction
• Supports onboarding and offboarding workflows: device setup, access checks, application provisioning, and equipment coordination
• Maintains accurate ticket notes, asset records, and documentation in IT systems
• Contributes to the internal knowledge base: writing user-friendly how-tos and help articles to reduce repeat ticket volume
• Does not own security architecture, identity infrastructure, or vendor commitments; those sit with the Senior IT Administrator

Decision Rights

• Owns resolution decisions on standard support requests within established processes and documented playbooks
• Escalates complex, security-related, or access governance issues to the Senior IT Administrator
• Authority to triage and reprioritize the help desk queue within defined SLAs
• Does not make independent decisions on device configuration standards, access provisioning architecture, or IT tooling changes

What You'll Do

End-User Support

• Serve as the first point of contact for all IT support requests across the agency
• Troubleshoot Windows and macOS laptops, peripherals, printers, and basic network connectivity issues
• Diagnose and resolve issues across core productivity and collaboration tools: email, conferencing, file sharing, password managers, and messaging platforms
• Respond to tickets within defined SLAs; keep employees informed of status throughout resolution

Device & Access Support

• Support device lifecycle tasks including imaging, setup, deployment, replacements, and decommissioning under Senior IT Administrator direction
• Assist with onboarding and offboarding: device configuration, access checks, application setup, and equipment returns
• Follow documented provisioning and deprovisioning processes; flag access anomalies to the Senior IT Administrator

Documentation & Knowledge Base

• Maintain accurate, up-to-date ticket notes and asset records in IT systems
• Write and maintain clear, user-friendly how-to guides and help articles for common issues
• Identify recurring issues and surface patterns to the Senior IT Administrator for root-cause resolution

Operating Cadence

• Daily: Help desk queue triage and resolution; ticket status updates to employees; asset and access request processing
• Weekly: Open ticket review with Senior IT Administrator; knowledge base updates
• Monthly: Asset inventory check-in; documentation review and updates

What Success Looks Like

• Employees experience fast, professional IT support with minimal downtime and clear communication throughout
• The help desk queue stays current: tickets are triaged promptly, resolved within SLA, and never pile up without a documented reason
• Device and access tasks for new hires are completed accurately and on time, with no gaps on day one
• The knowledge base grows over time, reducing repeat inbound volume on common issues
• The Senior IT Administrator can rely fully on this role for frontline execution, with escalations that are well-documented and timely

Key Performance Indicators

Help Desk & Support

• Help desk ticket response and resolution rate against defined SLAs
• First-contact resolution rate: percentage of issues resolved without escalation
• Employee satisfaction with IT support, measured through periodic feedback

Device & Access Management

• Device setup and access provisioning accuracy for new hires: complete and ready before start date
• Asset inventory accuracy: records current and up to date

Documentation

• Knowledge base article count and quality: growing over time with measurable impact on repeat ticket volume
• Ticket documentation accuracy: notes complete and actionable on every resolved ticket

What We're Looking For

• 2 to 4 years of experience in an IT support or help desk role
• Hands-on experience supporting macOS and Windows environments
• Familiarity with Google Workspace or Microsoft 365
• Strong troubleshooting instincts and genuine commitment to high-quality customer service
• Clear written and verbal communication; professional and calm under pressure
• Organized and process-driven: follows documented procedures consistently and flags gaps proactively

Nice to Have

• Experience with Rippling or a similar HRIS/device management platform
• Basic understanding of SSO, MFA, and access controls
• ITIL Foundation or service desk framework experience

Key Relationships

• Senior IT Administrator: Direct reporting relationship; primary escalation point for complex or security-related issues; provides direction on device standards, access governance, and IT service processes
• Business Operations Team: Coordinates on onboarding, offboarding, and operational system support
• People Team: Collaborates on new hire and offboarding workflows to ensure device and access tasks are completed accurately
• All Employees: Primary point of contact for day-to-day technical support across the agency

What This Role Is Not

• Not a security or infrastructure ownership role; architecture, endpoint security standards, and vendor commitments sit with the Senior IT Administrator
• Not a passive ticket-taker; this role is expected to resolve issues fully, document thoroughly, and contribute to reducing repeat volume over time
• Not an independent decision-maker on access provisioning architecture, IT tooling, or configuration standards

Why This Role Matters

Oxford Road's employees need their technology to work, and they need it fixed fast when it doesn't. The IT Support Specialist is the person who makes that happen every day, keeping the help desk moving, devices deployed correctly, and employees unblocked. This role is the frontline of the IT function, and its quality directly determines whether the agency's technology infrastructure feels like a competitive advantage or a recurring friction point. Done well, it is largely invisible, because everything just works.

The pay range for this role: $70-80k USD (Hybrid | Sherman Oaks, CA)