Senior IT Support Specialist

The Senior IT Support Specialist provides advanced technical support and serves as an escalation resource across all Colossal locations. This role is responsible for resolving complex technical issues, maintaining core IT systems, and ensuring the stability and reliability of the organization’s technology environment.

In addition to day-to-day operational support, the Senior IT Support Specialist contributes to infrastructure performance, service quality, and process improvement initiatives. The role partners closely with IT leadership, supports executive stakeholders, and mentors junior team members to ensure consistent, high-quality IT service delivery.

• Serve as Tier 2/3 escalation point for complex OS, identity, and connectivity issues across Windows, macOS, and Linux.
• Troubleshoot advanced authentication, SSO, MFA, device trust, VPN, and certificate-related issues.
• Provide Tier 2/3 support for enterprise AV systems including Dante, QSYS, Zoom Rooms, and Bright Sign platforms.
• Support executive and business-critical systems with prioritized response.
• Demonstrate a professional, service-oriented approach in all user and stakeholder interactions.
• Maintain IT support SLAs, including response/resolution targets, escalation procedures, service performance tracking, and periodic reporting to IT leadership and stakeholders.

• Administer Windows Server (2019/2022+), including AD DS, DNS, DHCP, GPO, and file services.
• Manage OU structure, group policy design, delegation, and service accounts.
• Maintain server patching, monitoring, backups, and disaster recovery processes.
• Support Hyper‑V or equivalent virtualization environments.

• Administer production Linux servers (RHEL/Ubuntu/Debian).
• Manage SSH access, sudo policies, services, package updates, and system hardening.
• Maintain web/app services and basic containerized workloads where applicable.
• Develop light automation using Bash or Python.
• Support Proxmox or equivalent virtualization environments.

• Configure and deploy small‑scale network‑connected infrastructure (e.g., local NAS devices), including VLAN assignment and switch port configuration within the Meraki Dashboard.
• Support RADIUS integration and network access control tied to Okta/identity workflows.
• Manage basic VLAN configuration, access/trunk port assignments, and ensure proper traffic flow for iSCSI and network‑mounted storage connectivity.

• Administer Okta as the primary identity provider.
• Manage SSO integrations, lifecycle automation (SCIM), MFA policies, and device trust.
• Enforce RBAC/GBAC and least‑privilege access models.
• Integrate and support Google Workspace, Microsoft 365, Slack, Zoom, Atlassian, and other enterprise SaaS platforms.
• Troubleshoot federation, provisioning, and sync issues across platforms.

• Oversee MDM enforcement and device compliance standards.
• Manage EDR, disk encryption, patching, and security baselines.
• Maintain asset lifecycle tracking and hardware refresh planning.

• Maintain monitoring, logging, and alerting systems.
• Document network diagrams, server configurations, and identity architecture.
• Lead small‑to‑midsize infrastructure projects (network upgrades, server deployments, SaaS rollouts).
• Mentor junior IT staff and suggest/implement operational automation as needed for improved IT efficiency.

• Demonstrated ability to own escalated technical issues end‑to‑end, including root cause analysis and resolution across endpoint, server, identity, and network domains.
• Strong foundation in directory services, systems administration, and core network concepts (segmentation, access control, traffic flow).
• Experience operating in an SSO‑first, cloud‑integrated environment with structured access control and lifecycle management processes.
• Working knowledge of enterprise collaboration and AV ecosystems in production business environments.
• Ability to document systems clearly, maintain operational standards, and contribute to infrastructure…