Sr. Information Technology Specialist

Job Location(s):
Remote USA

At Mad Cap Software, we’re at the forefront of developing best-in-class software solutions for content creation, collaboration, publishing, management, and analytics & reporting. More than 10,000 leading organizations around the globe rely on Mad Cap Software’s solutions to create better content experiences for their customers and employees. Come join our awesome Team!

Every day we refine, iterate, and explore how to make work better for everyone. Join us in creating a better future of work that’s more connected, inclusive and flexible. We offer competitive benefits and compensation plans for our teams in addition to being:

• Connected:
  We come together — across time zones, regions, offices and screens.
• Inclusive:
  Our teams reflect the rich diversity of our world, with equitable access to opportunity for everyone.
• Flexible:
  We believe in the freedom to work when and how you work best, to help us thrive.

We are looking for a Senior IT Specialist to hold a crucial position at Madcap Software, Inc. The person in this role will assist with Information Technology operations such as managing Microsoft Entra and InTune operations, responding to tickets, compliance-related tasks, security event handling, and a wide breadth of projects. In this position, you will be working and collaborating with other IT professionals, software engineers, and even non-technical team members on a wide-ranging variety of projects.

• Administer and continuously improve Microsoft Intune/MDM platform management across macOS, Windows, iOS, Android, and Cloud PC environments, including device compliance, configuration profiles, application packaging, deployment, and lifecycle management.
• Manage and support identity and access management services, including Microsoft Entra , Active Directory, SSO integrations, conditional access policies, MFA, role-based access controls, and access reviews.
• Monitor, triage, and respond to cybersecurity events using Microsoft Defender and related security tools; coordinate escalation, containment, remediation, and documentation of security incidents as needed.
• Provide advanced support for internal teams by resolving, prioritizing, or escalating service desk tickets.
• Troubleshoot remote workforce issues involving workstations, VPN connectivity, endpoint security, Microsoft 365 services, and third-party SaaS applications.
• Support user onboarding, offboarding, and access rights management, ensuring timely provisioning, deprovisioning, license assignment, and compliance with internal access control procedures.
• Assist with administration of Azure, AWS, Windows 365 Cloud PCs, and related infrastructure services, including monitoring, maintenance, documentation, and operational support.
• Manage SaaS application licensing and usage tracking to support cost control, compliance, renewals, and accurate user access records.
• Support SOC 2 Type II compliance activities by following approved procedures, maintaining required evidence, and helping ensure IT controls are consistently executed.
• Collaborate with R&D, Technical Support, Dev Ops, and other internal teams on IT, security, infrastructure, and business systems projects.
• Assist with uptime monitoring, alert triage, and outage response using tools such as PRTG, Datadog, Grafana, and related monitoring platforms.
• Collaborate with third-party MSSP partners on security findings, remediation tracking, vulnerability response, and incident follow-up activities.
• Create and maintain clear technical documentation, system specifications, runbooks, and end-user instructions for IT-managed systems and processes.
• Assist with employee training…