IT Support Specialist

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

Benefits offered by this job

Health insurance

Retirement plan with company match

Paid time off

Equipment and development support

Job summary

Swooped is seeking a full-time IT Support Specialist to deliver end-user support and manage workplace tech, identity systems, SaaS apps, and endpoint management. This remote-first role supports a global workforce from the United States and emphasizes automation, documentation, and process improvements.

Responsibilities include Tier 1–2 support, IAM tasks (Okta/Entra ID, SSO/MFA), and managing tools like M365, Slack, Zoom, and Intune, with AI platforms in scope.

Qualifications

• 3+ years of IT support experience (help desk or service desk).
• Experience supporting macOS and Windows.
• Hands-on with M365, Teams, Slack and Zoom.
• Familiar with identity and access management (Okta, Entra ID, SSO, MFA).
• Endpoint management tools like Intune or similar.
• Strong troubleshooting, communication, and customer service skills.
• Experience in a fast-paced remote-first environment.
• Basic scripting/automation (PowerShell, Bash, Python, Workato).
• Interest in AI tech (Copilot, Claude).
• Attention to detail and ownership.

Responsibilities

• Provide Tier 1–2 end-user support via tickets, chat, email, and remote sessions.
• Manage identity services including Okta, Entra ID, SSO, and MFA.
• Support and administer SaaS apps: M365, Slack, Zoom, 1Password, GitHub, Claude Enterprise, Workato.
• Deploy and maintain endpoints with Intune and related MDM tools.
• Develop scripts and automations to reduce manual work and improve workflows.
• Create IT documentation and knowledge base articles.
• Provide occasional support for Zoom Rooms and executive meetings.

Skills

3+ years IT support

macOS & Windows

Remote-first environment

Scripting & automation

Customer service

Tools

Microsoft 365

Teams

Slack

Zoom

Intune

Entra ID

Okta

SSO

MFA

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.