[Hiring] IT Support Specialist @Expressable

Role Description

We're seeking a hands-on IT Support Specialist to keep our team working by resolving issues quickly, managing secure access, and supporting key IT projects.

What You Would Be Doing

• Frontline Support & Service Velocity (primary focus)
  • Rapid Issue Resolution: Serve as the first point of contact for employee IT issues across hardware, operating systems, and core applications; resolve routine issues swiftly so the team stays productive.
  • Ticket Management: Monitor, triage, and prioritize the support queue; keep tickets moving and communicate clearly with employees on status and resolution.
  • Escalation Follow-Through: When a request needs help from Operations, Engineering, People or a vendor, coordinate the handoff and stay with it until it’s fully resolved — owning the outcome, not just the handoff.
  • Lockouts & Access Issues: Quickly resolve login, MFA, and lockout problems so employees regain access with minimal disruption.
• Identity & Access Administration
  • Account Provisioning & Deprovisioning: Create, modify, and disable user accounts across platforms as part of onboarding, offboarding, and role/information changes, following established checklists and workflows.
  • Access Changes: Process access and permission changes accurately against defined procedures and approvals.
  • MFA Maintenance: Keep multi-factor authentication running smoothly; assist users with enrollment, resets, and device changes.
  • User Access Reviews: Carry out routine access audits by working from system-generated flags and account lists, making the required changes in the relevant systems and confirming completion.
  • Records & Asset Tracking: Maintain accurate records of accounts, hardware, software, and licenses.
  • Security & Compliance: Follows and reinforces security, authentication, access-control, and data-protection procedures when provisioning accounts, granting permissions, and taking other sensitive actions.
• Project Support
  • SSO Rollout Support: Carry out the hands-on steps of a single sign-on rollout across key platforms (e.g., Stripe, Slack, Zoom, Apple ID, Pearson) — enrolling users, testing access, and supporting people through the transition.
  • MDM Migration Support: Support the migration of mobile device management from Rippling to Mosyle by enrolling devices, working through account lists, and assisting users.
  • Documentation: Follow and help keep up to date the checklists, runbooks, and usage guides that support a distributed workforce.
  • Collaboration: Work with Engineering, Operations, People and other teams to resolve and prevent recurring issues.

Qualifications

• 3–5 years of experience in IT support, help desk, or IT operations; degree or certifications in information technology preferred.
• A track record of high ticket throughput and fast, reliable issue resolution in a support environment.
• Hands-on experience with account administration — provisioning/deprovisioning, access changes, and MFA — across cloud-based platforms.
• Proficiency with MacOS, PC environments, mobile device management (e.g., Rippling, Mosyle, JAMF), and common collaboration platforms (Slack, Zoom, Google Workspace).
• Strong troubleshooting skills across hardware, software, and cloud-based applications in a fully remote environment.
• Excellent communication skills with the ability to support a geographically distributed team.

Core Competencies

• Responsiveness: Acts quickly and keeps the queue moving; people feel well supported.
• Follow-Through: Owns each request to completion, including escalations, without dropping the ball.
• Attention to Detail: Applies access changes and follows checklists precisely and consistently.
• Problem-Solving: Diagnoses common issues effectively and applies practical, known solutions.
• Technical Aptitude: Quickly learns and applies new systems and tools.
• Collaboration: Builds strong working relationships and coordinates smoothly across teams in a remote setting.
• Adaptability: Responds flexibly to changing priorities, technologies, and business needs.

Benefits

• Exceptional paid time off policies that encourage and support life balance, including a winter break.
• 401k matching to ensure our staff have what they need to enjoy their retirement.
• Health insurance options that ensure well-being for the whole person and their family.
• Company paid life, short-term disability, and long-term disability coverage.
• A remote work environment that strives for connectivity through professional collaboration and personal connection.