IT Support Specialist

Swooped; United States; Remote; USD 74,000 - 104,000; Full time

Benefits offered by this job

Health coverage

Life and disability insurance

401(k) with employer match

Paid time off

Paid holidays

Parental leave

Equipment

Professional development support

Job summary

Swooped is seeking a full-time IT Support Specialist to provide end-user support and manage workplace technologies, identity systems, SaaS apps, endpoint management, and AI platforms. This remote-friendly role supports a global workforce and aims to boost efficiency through automation, documentation, and process improvements.

The incumbent will handle Tier 1/2 support, administer Okta/Entra ID, manage MDM endpoints, and assist with AI tools like Microsoft Copilot and Claude.

Qualifications

• 3+ years of IT support, help desk, service desk, or end-user computing.
• Experience supporting macOS and Windows operating systems.
• Hands-on experience with Microsoft 365, Teams, Slack, and Zoom.
• Familiarity with identity and access management concepts, including Okta, Entra ID, SSO, and MFA.
• Experience utilizing endpoint management tools such as Intune, Iru, or comparable MDM solutions.
• Strong troubleshooting, communication, and customer service skills.
• Experience working in a fast-paced, remote-first environment.
• Basic scripting or automation experience using PowerShell, Bash, Python, Workato, or similar tools.
• Demonstrated interest in AI technologies, including Microsoft Copilot and Claude.
• Strong attention to detail, personal ownership, and a focus on continuous improvement.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via tickets, chat, email, and remote support sessions.
• Support macOS, Windows 11, Microsoft 365, Teams, Slack, and Zoom environments.
• Manage user lifecycle processes, including onboarding, offboarding, access requests, and role changes.
• Administer and troubleshoot Okta, Entra ID, single sign-on (SSO), multi-factor authentication (MFA), and related identity services.
• Support and manage SaaS applications, including Microsoft 365, Slack, Zoom, 1Password, GitHub, Claude Enterprise, and Workato.
• Deploy, configure, and maintain endpoints using Intune, Iru, and CrowdStrike.
• Maintain hardware asset inventory and device lifecycle management.
• Support Microsoft Copilot, Claude, and other AI technologies while promoting responsible AI practices.
• Develop scripts, automations, and workflow improvements to reduce manual effort and enhance efficiency.
• Create and maintain IT documentation, knowledge base articles, and standard operating procedures.
• Deliver occasional technical support for Zoom Rooms, Teams meetings, executive personnel, and organizational events.

Skills

End-user support

Troubleshooting

Customer service

Remote-first experience

Strong communication

Automation/scripting

PowerShell

Bash

Python

Workato

AI technologies interest

Tools

macOS

Windows 11

Microsoft 365

Teams

Slack

Zoom

Okta

Entra ID

SSO

MFA

Intune

Iru

CrowdStrike

Claude Enterprise

Workato

Job description

The organization is seeking a full-time IT Support Specialist to provide end-user support and administer workplace technologies, identity systems, SaaS applications, endpoint management, and artificial intelligence platforms. Based remotely in the United States, this role supports a global workforce and contributes to operational efficiency through automation, documentation, and process improvement.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support via tickets, chat, email, and remote support sessions.
• Support macOS, Windows 11, Microsoft 365, Teams, Slack, and Zoom environments.
• Manage user lifecycle processes, including onboarding, offboarding, access requests, and role changes.
• Administer and troubleshoot Okta, Entra ID, single sign-on (SSO), multi-factor authentication (MFA), and related identity services.
• Support and manage SaaS applications, including Microsoft 365, Slack, Zoom, 1Password, GitHub, Claude Enterprise, and Workato.
• Deploy, configure, and maintain endpoints using Intune, Iru, and CrowdStrike.
• Maintain hardware asset inventory and device lifecycle management.
• Support Microsoft Copilot, Claude, and other AI technologies while promoting responsible AI practices.
• Develop scripts, automations, and workflow improvements to reduce manual effort and enhance efficiency.
• Create and maintain IT documentation, knowledge base articles, and standard operating procedures.
• Deliver occasional technical support for Zoom Rooms, Teams meetings, executive personnel, and organizational events.

Required Qualifications

• 3+ years of experience in IT support, help desk, service desk, or end-user computing.
• Experience supporting macOS and Windows operating systems.
• Hands-on experience with Microsoft 365, Teams, Slack, and Zoom.
• Familiarity with identity and access management concepts, including Okta, Entra ID, SSO, and MFA.
• Experience utilizing endpoint management tools such as Intune, Iru, or comparable MDM solutions.
• Strong troubleshooting, communication, and customer service skills.
• Experience working in a fast-paced, remote-first environment.
• Basic scripting or automation experience using PowerShell, Bash, Python, Workato, or similar tools.
• Demonstrated interest in AI technologies, including Microsoft Copilot and Claude.
• Strong attention to detail, personal ownership, and a focus on continuous improvement.

Preferred Qualifications

• Administrative experience with Okta, Entra ID, Intune, or Iru.
• Experience utilizing Workato or other workflow automation platforms.
• Experience supporting AI platforms and governance practices.
• Industry certifications such as ITIL, Okta, Microsoft, Apple, or security-related credentials.
• Experience supporting executive stakeholders and globally distributed teams.

Compensation and Benefits

• Base Salary Range: $73,577.25 - $103,913.30 per year. Actual base pay may vary above or below the range based on factors including work location and experience.
• Additional compensation may include an eligible bonus program or commission plan, as well as stock options subject to board approval.
• Comprehensive benefits package including health coverage, life and disability insurance, retirement benefits with an employer 401(k) match, paid time off, paid holidays, and standard parental leave.
• Equipment and professional development support.

Equal Opportunity Employer

The hiring organization is an Equal Employment Opportunity and Aff… Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Reasonable accommodations are available for applicants participating in the application, interviewing, or selection process.