IT Support Specialist

About the Opportunity
The hiring organization is seeking a hands-on IT Support Specialist for a full-time, direct-hire remote role based in the United States. This position is responsible for delivering rapid frontline technical support, managing user access and identity administration, and assisting with key IT infrastructure projects across a geographically distributed workforce.
Position Details
Role: IT Support Specialist
Employment Type: Full time, non-exempt, direct hire
Compensation: $30.00–$32.00 per hour
Location: Remote (United States)
Travel: None
Key Responsibilities
Serve as the primary point of contact for employee IT issues involving hardware, operating systems, and core applications.
Monitor, triage, and prioritize the support ticket queue to ensure rapid issue resolution and clear status communication.
Own technical escalations through completion, coordinating cross-functionally with Engineering, Operations, People, and external vendors.
Troubleshoot and resolve login, multi-factor authentication (MFA), and lockout issues.
Manage account provisioning, modification, and deprovisioning across cloud platforms during onboarding, offboarding, and role changes following defined workflows.
Process access and permission adjustments in accordance with internal approvals and security standards.
Maintain MFA systems, assisting employees with device setup, resets, and enrollment.
Conduct routine user access reviews and security audits using system-generated account reports.
Maintain accurate inventory records for user accounts, hardware, software, and licenses.
Follow and reinforce security, access control, authentication, and data protection policies.
Support single sign-on (SSO) rollouts across platforms such as Stripe, Slack, Zoom, Apple ID, and Pearson by managing user enrollment, testing access, and guiding staff.
Assist with mobile device management (MDM) migrations by enrolling devices, auditing account lists, and supporting end users.
Maintain and update IT runbooks, checklists, and documentation for a remote workforce.
Partner with internal teams to identify patterns and prevent recurring technical issues.
Required Qualifications
3–5 years of experience in IT support, help desk, or IT operations.
Demonstrated track record of high ticket throughput and dependable issue resolution in a support setting.
Hands-on experience with cloud-based identity and access management, including provisioning, deprovisioning, permission changes, and MFA administration.
Proficiency supporting macOS and PC operating environments.
Experience utilizing mobile device management tools such as Rippling, Mosyle, or Jamf.
Proficiency with collaboration platforms including Slack, Zoom, and Google Workspace.
Proven troubleshooting skills across hardware, software, and cloud applications in a remote setting.
Strong communication and customer service skills suited for supporting a distributed team.
Preferred Qualifications
Degree or professional certifications in information technology.
Benefits
Health insurance coverage
401(k) retirement plan with organization matching
Paid time off
Employer-paid life, short-term disability, and long-term disability insurance
Additional Notices
Candidates must be authorized to work in the United States; visa sponsorship is not available for this position.
The organization participates in E-Verify to confirm employment eligibility.
The hiring organization is an equal opportunity employer and provides reasonable accommodations for individuals with disabilities during the application process and throughout employment.
Job responsibilities and activities may change or be adjusted as business needs require.

Work arrangement
Yes