IT Support Specialist II

Role Overview

• Serve as the L2 escalation point for complex issues, using root-cause analysis to identify patterns and drive durable resolutions
• Ensure minimal downtime through prompt issue resolution and proactive system monitoring
• Maintain clear, timely communication with users throughout the support lifecycle
• Administer Okta including RBAC policy configuration, group management, and provisioning/deprovisioning workflows
• Manage Google Workspace user lifecycle, org unit structure, security configurations, and advanced settings
• Administer Kandji (MDM) for macOS fleet management including device enrollment, policy configuration, app deployment, and compliance enforcement
• Support RBAC audits, access reviews, and privilege hygiene in alignment with HIPAA and security policy
• Manage SaaS application provisioning in coordination with IT leadership and security standards
• Support collaboration tools including Slack, Zoom Phone, and Zoho platforms
• Support company-wide onboarding and troubleshooting for approved AI platforms and productivity tools
• Assist with access administration and license management as AI tool adoption scales
• Contribute to AI-assisted automation of IT workflows (e.g., ticket triage, self-service workflows, knowledge base improvements)
• Help staff get productive with AI tools through documentation, guidance, and light training support
• Support employee onboarding and offboarding processes including device provisioning, account creation/deactivation, and access management in coordination with the L1 support team
• Maintain and contribute to onboarding runbooks and documentation
• Assist in planning and delivery of IT projects, ensuring alignment with timelines and cross-functional collaboration
• Create and maintain knowledge base articles, SOPs, FAQs, and instructional walkthroughs
• Interact professionally with external vendors and stakeholders; support vendor onboarding and troubleshooting in coordination with IT leadership
• Maintain security measures to protect sensitive data and systems in accordance with HIPAA
• Support endpoint protection tools including SentinelOne and email security tools including Proofpoint
• Ensure compliance with company policies and industry regulations
• Escalate security incidents per established protocols and coordinate with the security team as needed

Requirements

• 2-4 years experience as an IT Support Specialist or other IT customer support role
• Good understanding of IT hardware and software; experience with macOS, Okta, Google Workspace Enterprise, Kandji (MDM), SentinelOne, Proofpoint, Slack, Zoom Phone, Atlassian/JSM, Zoho, and AI productivity tools is a plus
• Excellent communication and documentation skills
• Customer-first mindset
• Ability to maintain confidentiality of company information (understanding of HIPAA is desired)
• Ability to prioritize tasks and incoming workflows by business-impact and other metrics as defined
• BS/BA in IT, Computer Science or relevant field and/or IT Certifications (CompTIA A+, Apple Desktop Certified, Google IT Support Certification, Okta Certified Administrator, etc.)

Tech Stack

• MacOS

Benefits

• Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more)