As a IT Technical Support Specialist, you will play a critical role in ensuring the reliability, security, and efficiency of our IT infrastructure. This role requires a proactive, hands-on professional who can manage a remote workforce’s IT needs, maintain compliance, and provide high-quality user support. You will be responsible for managing workstations, SaaS applications, security tools, and IT operations, ensuring a seamless experience for employees. You’ll also assist in onboarding/offboarding, security monitoring, and process improvement initiatives to enhance IT efficiency at scale.
What You’ll Be Working On:
- IT Operations & User Support
- Provide day-to-day IT support for employees, ensuring smooth operation of Mac and SaaS-based environments.
- Troubleshoot and resolve IT issues related to hardware, software, network connectivity, and cloud services.
- Onboard and offboard employees, ensuring timely provisioning/de-provisioning of user accounts, hardware, and software access.
- Maintain and improve IT support documentation, including processes, troubleshooting guides, and IT policies.
- Device & SaaS Management
- Develop scalable policies for managing workstations and mobile devices that meet security and compliance requirements.
- Oversee the company’s fleet of Mac workstations and mobile devices, ensuring compliance with security best practices.
- Manage and optimize IT tools, including IAM solutions (Okta, Microsoft Entra), MDM platforms (Jamf, VMware Workspace ONE UEM), and IT ticketing systems (Jira, Confluence).
- Security & Compliance
- Monitor and maintain security tools, including VPN, centralized antivirus (CrowdStrike), and endpoint management solutions.
- Conduct periodic security reviews of IT activities, logs, and system configurations to prevent unauthorized access and vulnerabilities.
- Stay current on security threats, vulnerabilities, and industry best practices, applying them to internal IT operations.
- Infrastructure & Process Improvement
- Collaborate with security, IT, and engineering teams to implement necessary IT resources as the company scales.
- Assist in deploying and managing VPN solutions, ensuring secure remote access for employees.
- Support asset control and access management, ensuring accurate tracking and governance of IT resources.
- Evaluate and recommend improvements to IT processes, focusing on automation and efficiency.
What You’ll Bring to OneStudyTeam:
- Required Qualifications:
- 4+ years in IT support, system administration, or related roles.
- Strong experience in macOS support and troubleshooting for a remote-first team.
- Experience managing a fleet of Apple devices, including MDM solutions like Jamf or VMware Workspace ONE UEM.
- Hands-on experience with IAM solutions (Okta, Microsoft Entra).
- Experience working with IT ticketing systems (Jira, Confluence, or similar).
- Experience with Jira configuration and administration
- Strong decision-making skills, with the ability to analyze technical challenges and implement solutions quickly.
- Preferred Qualifications:
- Experience deploying and managing commercial VPN solutions.
- Hands-on experience with AWS Workspaces or other virtual desktop solutions.
- Familiarity with Slack administration and integrations.