IT Support Specialist

End-User Support & Ticket Management:

• Handle IT support requests submitted via Slack, covering both routine issues and complex problems that require deeper technical investigation or elevated access.
• Resolve hardware, software, connectivity, and account-related issues for remote employees across macOS and Windows environments.
• Triage, prioritize, and manage your own ticket queue with minimal supervision, meeting defined SLA targets.

Microsoft 365 & Identity Administration:

• Manage user accounts, groups, and licenses in Microsoft Entra ID (Azure AD) and Microsoft 365 admin center.
• Handle access requests, permission changes, and offboarding tasks across Exchange Online, SharePoint, OneDrive, and Teams.
• Troubleshoot MFA issues and assist users with account access problems.

Device & Endpoint Management:

• Support onboarding and offboarding workflows, including device enrollment, configuration, and deprovisioning via Rippling MDM.
• Troubleshoot endpoint issues across macOS and Windows, including application installation, OS updates, and performance problems.
• Assist with Sophos endpoint agent deployment, alert triage, and policy enforcement.

SaaS Platform Support:

• Provide user-level support for core business platforms including Slack, Zoom, 1Password, Jira, Confluence, Greenhouse, and Harvest.
• Assist users with SSO login issues, account access problems, and password-related requests.
• Support onboarding of new hires by provisioning accounts and licenses across the R&P platform stack.