Serve as the on-site IT concierge at Gilbert HQ — providing walk-up support, triaging issues, and delivering a professional, welcoming experience that makes every employee feel taken care of
Provide dedicated support for executives and senior leadership, handling high-visibility requests with urgency, discretion, and a white-glove approach that anticipates needs before they become problems
Set clear expectations with users on resolution timelines, communicate proactively on ticket status, and follow up to ensure satisfaction — treating every interaction as an opportunity to build trust
Conduct new employee IT orientations, walking new hires through tools, policies, and self-service resources to set them up for success from day one
Set up, configure, and maintain laptops, desktops, peripherals, and mobile devices across Windows, macOS, and Linux environments for new hires and existing staff
Manage mobile device enrollment and app configuration via Microsoft Intune, and support hardware lifecycle tracking and refresh coordination
Enforce device compliance policies, application allowlists, and endpoint encryption via Microsoft Intune, and triage and escalate security incidents — including phishing reports and EDR alerts — per defined runbooks
Support the infrastructure and systems engineering team with local hardware needs, including occasional visits to the Phoenix-area colocation facility to support physical infrastructure

3+ years of experience in IT support and systems administration, with a strong track record in end-user support and customer service
Proven ability to deliver excellent service in a professional environment; experience supporting executives or VIP users strongly preferred
Proficiency across Windows, macOS, and Linux desktop environments, with strong working knowledge of Microsoft 365 and Entra ID
Hands-on experience with Microsoft Intune for endpoint and mobile device management
Familiarity with networking fundamentals, including wireless troubleshooting and connectivity diagnosis
Hands-on experience using generative AI or AI-enabled support tools to improve troubleshooting, documentation, or service desk outcomes
Strong communication skills — able to explain technical concepts clearly and confidently to both technical and non-technical audiences
Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience is warmly considered
Willingness to make occasional visits to the Phoenix-area colocation facility to support physical infrastructure
Experience with NinjaOne RMM, Freshservice ITSM, SonicWall Firewalls, Arctic Wolf, or VPN tunnel support is a plus
Microsoft, CompTIA, Cisco, or Security+ certifications are a plus.

Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
Flexible PTO, 11 company holidays, and generous parental and caregiver leave
An immediately vested 401(k) with company contributions
Wellness resources and professional development opportunities

IT Support Specialist

Key skills