IT Systems & Support Specialist – Ops

Role Overview

• Serve as the primary point of contact for all Level 1 and Level 2 technical issues, including desktop support, network connectivity, application access, and hardware issues.
• Lead the implementation and administration of the AI-powered helpdesk platform; configure automation rules, ticket routing, and self-service workflows to reduce manual intervention and resolution time.
• Provide cross-functional support on applications and systems, assisting employees across all departments.
• Lead the Okta deployment and ongoing administration; build automated provisioning and deprovisioning workflows, configure SSO integrations, and enforce least-privilege access policies across all business applications.
• Design and implement zero-touch onboarding and offboarding automation, integrating Okta, JAMF, and Workday (in preparation for the January 2027 HRS migration from Rippling) to ensure day-one readiness and immediate access revocation at separation.
• Jira Administration: Perform Level 1/2 support for Salesforce, including user management, basic troubleshooting, and assisting with reports and dashboards.
• Create, maintain, and update high-quality documentation (SOPs, knowledge base articles, and system diagrams) for all platforms, integrations, and support processes.
• Identify recurring technical issues and proactively implement process changes, solutions, and automation to improve efficiency and reduce ticket volume.
• Own the full device lifecycle for a 600-employee fleet (95% macOS, 5% Windows) including procurement, zero-touch provisioning via JAMF and DEP/ADE, asset tracking, maintenance, and secure wipe/destruction. Drive the transition from unmanaged, policy-free devices to a fully governed endpoint posture.
• Own the full JAMF implementation; build and enforce configuration profiles, compliance policies, and automated app deployment from a greenfield state. Deploy and administer Venn to secure PHI access for 300+ offshore employees, ensuring HIPAA-aligned data protection on unmanaged devices.

Requirements

• 3+ years of professional experience in IT support, IT Systems Administration, or a similar function.
• Hands-on JAMF Pro administration experience required, including configuration profile creation, Smart Groups, policy automation, and zero-touch deployment (PreStage Enrollments, DEP/ADE).
• Okta administration and workflow automation experience required (Okta Workflows or equivalent).
• Hands-on experience supporting and administering Salesforce for business users.
• Proven expertise with Google Workspace administration and support.
• Experience managing and troubleshooting operating systems in a macOS-primary, mixed Mac/Windows environment.
• Practical experience with network troubleshooting (TCP/IP, Wi-Fi, VPN).
• Familiarity with Venn or equivalent virtual desktop/secure enclave solutions for BYOD and offshore environments is a strong plus.

Tech Stack

• Jamf
• MacOS
• TCP/IP

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development