IT Support Specialist

Immuta is the Data Provisioning Company, helping organizations provision secure, governed data access at the speed modern business demands. We automate access by policy and by request-eliminating tickets, reducing risk, and enabling both humans and AI systems to work with data safely and instantly.

Founded in 2015, Immuta is trusted by Fortune 500 companies and government agencies worldwide and operates as a hybrid workplace globally.

* Technology partners include Snowflake, Databricks, AWS, Azure, Google Cloud, and Starburst. Immuta was recognized as the Snowflake Data Security Partner of the Year in June 2023.

* Immuta has been recognized by Forbes as a top American startup employer, by Inc. Magazine and Built In as one of the best workplaces, and by Fast Company as one of the top 50 most innovative companies.
* $267 million in total funding. Lead investors include Night Dragon, Snowflake, and Databricks, along with additional funding from Service Now, Citi Ventures, Dell Technologies Capital, DFJ Growth, IAG, Intel Capital, March Capital, Okta Ventures, Step Stone, Ten Eleven Ventures, and Wipro Ventures.

* A hybrid workplace with offices in Boston, MA;
Columbus, Ohio;
College Park, Maryland.

ABOUT OUR TEAM

The IT Team at Immuta empowers the organization to stay focused on our mission: seamlessly provisioning data access and making sure it's accessible only to the right people, for the right reasons, and in the right form. We support the tools and systems Immuta runs on, from endpoints and networks to SaaS applications, cloud platforms, and IAM. We're building a modern, service-oriented IT function that values great user experiences, thoughtful problem-solving, and continuous learning.

YOUR ROLE

As an IT Support Specialist, you'll deliver support to Immuta employees, helping them stay productive across MacOS, SaaS applications, and a growing set of workplace technologies. You'll be the trusted first line of support, resolving issues quickly when you can, triaging and escalating complex problems when you can't, and partnering closely with the rest of the IT Team to learn, document, and improve how we operate.

HOW YOU'LL MAKE AN IMPACT

* Deliver standout user support:
Provide responsive, friendly, high-quality help that keeps end users moving and builds trust in IT as a partner.

* Improve reliability through smart triage:
Diagnose issues, gather context, and escalate efficiently, reducing downtime and accelerating resolution.

* Scale IT operations with better workflows:
Execute and enhance onboarding, offboarding, and role-change processes to create a smooth employee experience.

* Strengthen our IT knowledge base:
Document fixes and patterns as you learn, making solutions easier to repeat and issues easier to prevent.

* Level up our service management practice:
Contribute to the ITSM environment by helping manage incidents, service requests, changes, and assets with consistency.

WHAT YOU'LL OWN

* Provide day-to-day support for end users across SaaS applications, MacOS, software, and hardware.

* Troubleshoot, triage, and escalate complex issues to Systems Administrators and Engineers, capturing details and partnering on resolution.

* Procure, ship, configure, and manage our fleet of Macs, iPads, Zoom Rooms, and other IT equipment.

* Execute onboarding, offboarding, and access changes, ensuring users have what they need when they need it.

* Maintain accurate documentation and contribute to the team's knowledge base and standard operating procedures.

* Participate in core IT service management workflows, supporting incidents, service requests, changes, and asset tracking.

WHAT WILL MAKE YOU STAND OUT

* Previous IT support experience preferred, OR relevant coursework, certifications, internships, or demonstrated passion for technology through personal projects, volunteering, or self-study.

* Proficiency supporting MacOS environments managed by Jamf or another endpoint management solution.

* Experience working with a variety of SaaS applications, such as Google Workspace, Okta, and Zoom.

* Strong written and verbal communication skills, with the ability to explain technical concepts clearly.

* Ownership mindset with…