IT Support Specialist

Archipelago Research Support Services; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated IT Helpdesk professional to manage onboarding and offboarding processes while providing exceptional support to employees. This role is crucial in maintaining a seamless IT infrastructure and ensuring smooth operations across teams. You will collaborate on cross-functional projects and be the primary support contact for teams in both the US and India. If you thrive in a fast-paced environment and have a passion for technology, this opportunity is perfect for you to make a significant impact.

Qualifications

• 2+ years of IT Helpdesk experience in fast-paced B2B startups.
• Experience supporting both Apple and Windows devices.

Responsibilities

• Manage onboarding/offboarding of personnel and inventory.
• Provide technical support and maintain IT infrastructure.

Skills

IT Helpdesk experience

Customer-centric support

Excellent communication skills

Automation mindset

Education

Bachelor's degree or equivalent

Tools

JumpCloud

Google Workspace

Slack

Sophos

Jira Service Manager

MDM solutions (JAMF, InTune)

Office 365

Job description

Responsibilities:

• Automation and managing of employee laptop onboarding and offboarding including shipping/delivery to staff and managing inventory.
• Resolving employee technical support questions and issues.
• Help maintain and support existing cloud-based IT infrastructure.
• Creating technical documentation for both end users and team members.
• Collaborate with other teams on cross-functional projects.
• Provide coverage to staff during both EST and IST hours and after-hour emergencies on occasion.

Key Outcomes you are responsible for:

• Manage all steps of onboarding and offboarding for India-based personnel including inventory management.
• Become primary support contact for India-based team and US team.
• Support US-based IT Director in future IT projects.

Key Metrics Results to measure your success:

• Take over onboarding and offboarding of India-based personnel from US IT Team.
• Be the first point of contact for new IT helpdesk tickets during working hours.
• Participate in the success of IT projects.

Qualifications:

• Minimum of 2 years of IT Helpdesk experience in fast-paced high-growth B2B startups (100+).
• A customer-centric approach to employee support.
• Bachelor's degree or equivalent.
• Experience with remote-first/distributed organizations.
• Experience supporting both Apple and Windows devices.
• Intermediate knowledge of technology such as: JumpCloud, Google Workspace, Slack, Sophos, Jira Service Manager (Assist/Halp), and MDM solutions such as JAMF and InTune.
• Familiarity with managing users and applications in an SSO environment such as Jumpcloud, Okta, or OneLogin (Jumpcloud preferred).
• Must have 1+ years of experience as an Office 365 administrator including SharePoint.
• Automation-first mindset.
• Excellent written and verbal communication skills.
• The ability to explain technical terms in non-technical ways.

Bonus Points:

• Familiarity with setting up SAML/SSO application integrations.
• An understanding of end-user security and how to secure end-user devices.
• Experience working with JAMF.
• Experience with migrating from Google Workspace to Office 365.
• Experience deploying and managing Intune to Windows computers.
• An interest in learning about new technologies.