IT Support Specialist

Job Title: IT Support Specialist.

Department: APP-IT.    

Reports to: VP, Corporate Compliance & Security?.

Experience Required: At least 2 years working in a similar support role.

Salary Range: $48,000 - $53,000

Supervisory/Training Responsibilities: This role does not supervise/manage others.  This is an Individual Contributor role with expectations below.

Schedule: 7:00AM - 4:00 ET or 8:00AM – 5:00PM ET.

Job Location: Remote, however MUST be located within a 30 mile radius of Atlanta, GA.  Occasional travel to Atlanta headquarters anticipated on a weekly/bi-monthly basis.  Remote in the United States*.  

Job Overview

The Support Specialist’s primary responsibilities are internal technical support and internal customer service (this role does not support external clients-it supports internal stakeholders).  This role ensures stakeholders can accomplish tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve help requests via Chat Queues and our internal ticketing system. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation. Support specialists are also responsible for ensuring that reported issues are being resolved. 

Requirements

Our vision of the Perfect Candidate:

About you…

Impact-Driven -- You have a natural desire to make a huge impact on the business.

Detailed-Oriented -- You love digging into low levels of detail to extract insights.

Tactical -- You love to support team members among all company departments.

Bias for Action -- You roll up your sleeves and do whatever it takes to make things successful.

Multi-Disciplinary -- You are happy juggling many priorities concurrently.

Communication--Expresses ideas effectively; Organizes and delivers information appropriately; Listens actively.

Organizing--Able to set personal priorities; Plans and organizes tasks to meet the planning and to achieve objectives; Prioritizes well, allocates and uses resources effectively.

Adaptability--Able to effectively deal with changing work priorities and diverse people; Applies knowledge to organizational needs and demands.

Teamwork--Actively interacts within the team and across functional groups; Puts group goals ahead of own goals; Supports group decisions.

Detailed-Oriented -- You love digging into low levels of detail to extract insights.

Bias for Action -- You roll up your sleeves and do whatever it takes to make things successful.

What you offer…

• You have a minimum of 2+ years working as an IT Support specialist in a SaaS environment.
• You have proficient technical knowledge in supporting the IT function.
• Demonstrated capacity for a role with a high level of trust
• You are equipped with an understanding of software releases, product development, application infrastructure, system architectures, and operating systems.
• You have outstanding attention to detail, organizational, communication, and relationship building skills conducive to driving consensus.
• You have an ability to operate in an ambiguous and fast-paced environment.
• You have strong analytical and quantitative skills, as well as strong verbal and written communication skills.
• You possess a Bachelor's Degree or Associate’s Degree in Information Security, Cybersecurity, Computer Science, Engineering or Networking or equivalent combination of experience and education.
• Proficiency with JIRA, Slack, Microsoft Office Suite, Adobe Creative Suite and Figma and release management tools.

• Ability to manage multiple projects at once.
• Can self-manage work from start to finish.
• Ability to work collaboratively as a member of a team.

Some of your Key Responsibilities will Include:

• Execute requests for access, equipment needs and other internal Work with team to establish or improve processes for workstation management, access request processes, net new software requests
• Manage inbound requests for workstation issues, access requests and new software requests following agreed on procedures
• Resolving IT support requests from employees
• Answering employee questions regarding computer systems
• Gathering and analyzing data to diagnose problems with computer systems
• Changing configurations, settings and permissions to fix computer issues
• Provisioning access for new hires during the onboarding process
• Installing new software and hardware drivers and updating existing ones as needed
• Updating employees on the status of their service requests
• Logging all service requests and updating tickets as needed
• Provision, maintain, and decommission user workstations according to company requirements
• Receive support requests via ticketing system,  chat, and phone / video calls (Jira/Slack/Zoom)
• Follow documented procedures and policies to complete requests.  Must have the ability to say “no” when appropriate. 
• Troubleshoot, diagnose, and resolve hardware, software, and other  issues for internal staff
• Follow up with end users to ensure that issue has been resolved
• Complete required compliance documentation as requests are worked.
• Bring attention to reoccurring issues and work with team members on solutions
• Assist in establishing and improving support, compliance, and maintenance processes. 
• Be professional in all written time logs and documents
• Document support activities.
• Perform routine maintenance or standard repairs to networking components or equipment.
• Test computer software or hardware, using standard diagnostic testing equipment and procedures.
• Troubleshoot network or connectivity problems for users or user groups.
• Analyze and report computer network security breaches or attempted breaches.
• Create or revise user instructions, procedures, or manuals.
• Create or update technical documentation for network installations or changes to existing installations.
• Maintain logs of network activity.
• Monitor industry Web sites or publications for information about patches, releases, viruses, or potential problem identification, taking action internally as needed 
• Provide telephone support related to networking or connectivity issues.
• Research hardware or software products to meet technical networking or security needs.
• Run monthly network reports.
• Test repaired items to ensure proper operation.
• Train internal users in procedures related to network applications software or related systems.

Other Responsibilities:

• Operation and Control- Controlling operations of equipment or systems.
• Operations Analysis- Analyzing needs and product requirements to create a design.
• Operations Monitoring- Watching gauges, dials, or other indicators to make sure a machine is working properly.
• Programming- Writing computer programs for various purposes.
• Quality Control Analysis- Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Repairing- Repairing machines or systems using the needed tools.
• Technology Design- Generating or adapting equipment and technology to serve user needs.
• Troubleshooting- Determining causes of operating errors and deciding what to do about it.
• Operates and monitors computer equipment. Uses established procedures to perform routine tasks to maintain required performance standards of computer equipment and its peripherals. 
• Works under moderate supervision within established procedures associated with the specific job function. . 
• Installs, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Resolves internal user problems and ensures correct operation of personal computers. Maintains parts inventory and logs all service/repair activity. May perform system setups for new hires. 
• Assists in the installation, maintenance, and general support of systems. Assists users with questions or problems. May help perform system backups and recovery and install new software. May require an associate degree or equivalent. 
• Maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training

Qualifications and Skills Required:

• Ability to understand the magnitude of confidentiality and have the relevant skills to handle sensitive information and data.
• Superior Technical Skills
• Experience with performing Equipment Maintenance- you will be performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Knowledge of Equipment Selection and determining the kind of tools and equipment needed to do a job.
• Past experience with installing equipment, machines, wiring, or programs to meet specifications.

Tools

• Notebook computers
• Laptop computers
• Personal computers

Technology:

• Google Workspaces
• Jira permissions and workflows management
• Popular industry desktop software - Windows, ios, linux, Microsoft Office. Adobe, etc
• Backup or archival software
• Experience with some form of remote desktop management software, such as Kandji, Jamf, or similar (that would work on windows, mac, linux)
• Experience with Datadog or other monitoring software 
• Antivirus / Anti-spyware software 
• Must accomplish necessary certifications within required timeframes. 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, Profit Sharing)
• Life Insurance (Basic, Voluntary & AD&D)
• Long-Term Disability
• Short- Term Disability
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Wellness Resources

*Location requirements: Must be located in the United States- we are not able to provide sponsorships at this time. 

For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates.