IT Specialist

Doma Holdings, Inc.; United States; Hybrid; USD 52,000 - 57,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) matching

Job summary

Doma Technology is seeking an IT Specialist to provide responsive, thoughtful support to employees across our technology environment. This early‑career, 40‑hour/week contract role focuses on Tier 1 requests with opportunities to assist Tier 2 under guidance.

You will support onboarding through offboarding, document learnings, and escalate complex issues as needed. Ideal candidates have about 1–2 years in IT operations and are eager to build skills in automation, information security, and modern

Qualifications

• Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands‑on technical work.
• Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting.
• Ability to diagnose issues methodically, explain next steps in plain language, and confirm that the solution meets the employee's need.
• A service‑oriented approach marked by empathy, patience, professionalism, and respect for people with different levels of technical experience.
• Clear written and verbal communication, including accurate ticket notes and concise user‑facing instructions.
• Sound judgment when prioritizing work, protecting confidential information, following procedures, and deciding when to elevate.
• Curiosity, adaptability, and an interest in building skills in automation, information security, and modern IT operations.

Responsibilities

• Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone.
• Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access.
• Assist with selected Tier 2 issues under the guidance of experienced team members, documenting the diagnosis and outcome.
• Assess impact and urgency, work within service expectations, and keep employees informed through clear and timely updates.
• Escalate unresolved, high‑impact, or security‑sensitive issues through defined paths to IT leadership and the appropriate Security, Engineering, or managed service resources.
• Provide courteous, patient, and discreet support to employees at every level, including executives and other users handling sensitive information.
• Support onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day‑one readiness.
• Complete assigned offboarding tasks promptly, including approved account actions, asset recovery, and license reclamation.
• Fulfill approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes.
• Track equipment assignments, returns, shipments, and device reimaging in Snipe‑IT or the designated asset management system.
• Partner with Human Resources, IT leadership, and business teams to maintain accurate records and a clear audit trail for access changes.
• Participate in structured cross‑training with the Cybersecurity Team to build practical knowledge of security operations and controls.
• Follow access governance, change control, data handling, and incident escalation procedures in every support interaction.
• Recognize and report suspicious activity, including phishing, unusual access behavior, and potentially compromised devices, using established procedures.
• As training and proficiency grow, provide documented coverage across IT Operations and Information Security when additional support is needed, while remaining within established responsibilities and escalation boundaries.
• Record troubleshooting steps, decisions, and resolutions in the ITSM so work can be understood, measured, and repeated.
• Create and maintain knowledge articles, FAQs, and quick guides that help employees and support teammates resolve common issues.
• Use approved AI‑enabled automations across support workflows, reviewing outputs for accuracy, security, and appropriate handling before acting on them.
• Identify repetitive work that may be suitable for self‑service or automation and share practical feedback as new workflows are introduced.
• Participate in service reviews, share recurring issue patterns, and recommend improvements that strengthen employee support and operational readiness.

Skills

IT support

Help desk

Windows

macOS

Microsoft 365

Identity concepts

Remote support

Communication

Ticketing systems

Security awareness

Tools

Freshservice

ServiceNow

Jira Service Management

Intune

Jamf

Entra ID

Job description

If you’re good at what you do, you can work anywhere. If you’re the best at what you do, come work for Doma Technology.

About Us

Doma Technology LLC offers solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly simpler and more efficient, reducing cost and increasing customer satisfaction.

Our Values

• Obsessively Entrepreneurial - We encourage calculated risk-taking, and we know that some of our best learning happens by making mistakes along the way.
• People First - We communicate with honesty and respect to our customers, colleagues, and partners.
• Better Together - We believe diversity, equity and inclusion creates value through the differences in our backgrounds, experiences, and perspectives.
• Act with Integrity - We hold ourselves to thehighest ethical standards inall of our business practices.

IT Specialist

Position Summary

This is a contract 40-hour/week position paying between $25-27.50/hr.

Doma Technology is looking for an IT Specialist to provide responsive, thoughtful support to employees across our technology environment. This early-career role is primarily responsible for Tier 1 requests and incidents, with opportunities to assist with selected Tier 2 work under guidance. You will help employees stay productive from onboarding through offboarding, document what you learn, and elevate complex or high‑impact issues through defined paths. This is a development‑focused opportunity for someone with approximately one to two years of experience who wants to build a strong foundation in IT operations. You will receive structured training and hands‑on mentoring, gain exposure to Information Technology and Cybersecurity, and learn to work within an evolving support model that includes new AI‑enabled automations.

Key Responsibilities

Service and Support

• Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone.
• Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access.
• Assist with selected Tier 2 issues under the guidance of experienced team members, documenting the diagnosis and outcome.
• Assess impact and urgency, work within service expectations, and keep employees informed through clear and timely updates.
• Escalate unresolved, high‑impact, or security‑sensitive issues through defined paths to IT leadership and the appropriate Security, Engineering, or managed service resources.
• Provide courteous, patient, and discreet support to employees at every level, including executives and other users handling sensitive information.

Employee Technology Lifecycle

• Support onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day‑one readiness.
• Complete assigned offboarding tasks promptly, including approved account actions, asset recovery, and license reclamation.
• Fulfill approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes.
• Track equipment assignments, returns, shipments, and device reimaging in Snipe‑IT or the designated asset management system.
• Partner with Human Resources, IT leadership, and business teams to maintain accurate records and a clear audit trail for access changes.

Security Cross Training and Operational Readiness

• Participate in structured cross‑training with the Cybersecurity Team to build practical knowledge of security operations and controls.
• Follow access governance, change control, data handling, and incident escalation procedures in every support interaction.
• Recognize and report suspicious activity, including phishing, unusual access behavior, and potentially compromised devices, using established procedures.
• As training and proficiency grow, provide documented coverage across IT Operations and Information Security when additional support is needed, while remaining within established responsibilities and escalation boundaries.

Documentation Automation and Improvement

• Record troubleshooting steps, decisions, and resolutions in the ITSM so work can be understood, measured, and repeated.
• Create and maintain knowledge articles, FAQs, and quick guides that help employees and support teammates resolve common issues.
• Use approved AI‑enabled automations across support workflows, reviewing outputs for accuracy, security, and appropriate handling before acting on them.
• Identify repetitive work that may be suitable for self‑service or automation and share practical feedback as new workflows are introduced.
• Participate in service reviews, share recurring issue patterns, and recommend improvements that strengthen employee support and operational readiness.

Skills and Qualifications

Required

• Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands‑on technical work.
• Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting.
• Ability to diagnose issues methodically, explain next steps in plain language, and confirm that the solution meets the employee's need.
• A service‑oriented approach marked by empathy, patience, professionalism, and respect for people with different levels of technical experience.
• Clear written and verbal communication, including accurate ticket notes and concise user‑facing instructions.
• Sound judgment when prioritizing work, protecting confidential information, following procedures, and deciding when to elevate.
• Curiosity, adaptability, and an interest in building skills in automation, information security, and modern IT operations.

Preferred

• Experience with an IT service management or ticketing platform such as Freshservice, ServiceNow, or Jira Service Management.
• Familiarity with Intune, Jamf, Entra ID, or comparable endpoint and identity management tools.
• Working knowledge of common connectivity concepts and troubleshooting for Wi‑Fi, VPN, DNS, and remote access.
• Awareness of ITIL practices and foundational security concepts such as least privilege, multifactor authentication, and phishing prevention.
• CompTIA A+, ITIL Foundation, an entry‑level security certification (Security+), or active interest in pursuing a relevant certification.

Learning and Career Development

The IT Operations team will provide structured training, hands‑on mentoring, and opportunities to pursue relevant IT certifications. You will learn alongside experienced colleagues, gain broader exposure through cross‑training with Information Security and Cybersecurity, and take on more complex support work as your skills develop. Joining now also offers the chance to grow with Doma Technology's evolving support model as we introduce new processes, AI‑enabled automations, and service capabilities. The role is designed to help you build confidence, sound technical judgment, and a strong foundation for continued growth in IT.

How we’ll value you and make your life a bit easier:

We offer a comprehensive package of benefits to eligible employees (FTE, non‑contract): medical/dental/vision insurance, 401(k), generous vacation time, and paid bonding leave.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

We believe the most valuable investment we can make is to build an outstanding team of colleagues and leaders who are passionate about our mission.

We currently offer the following benefits to all Full‑Time employees:

• Work/Life Balance - We encourage taking Paid Time Off (PTO)!
• 12 Weeks of Paid Family Bonding Leave (Maternity and Paternity)
• Incredible medical, dental, and vision benefits options to allow you to customize to you and your family’s needs that all start in the following month following your first day of employment
• Health Savings Account (HSA)
• 401K with company match program
• Short-Term &Long-TermDisability
• Supplemental Life and AD&D Insurance
• Critical Illness, Injury and Hospital Insurance

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This company has demonstrated its commitment to being:

Respectful

Provides candidates with inclusive and positive experiences

Communicative

Sends timely application and interview updates

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Doma Technology LLC’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.