IT Operations Specialist

• Monitor and manage the Service Desk to prioritize and resolve Tier 1 & 2 support tickets
• Troubleshoot break/fix issues, macOS, desktop/laptop/tablet/printer, drive, and account-access issues in person and remotely
• Support end-to-end onboarding, provisioning, deprovisioning, and offboarding across Google Workspace, Slack, Office 365, and other enterprise software
• Execute SSO configuration, SCIM provisioning, and physical device collection and delivery
• Lead Day 1 technical onboarding for US staff by provisioning hardware and software access
• Guide new hires through self-service resources, including the knowledge management system and internal app catalog
• Maintain inventory of IT equipment, software, peripherals, spare units, and licenses
• Oversee Mac setup, deployment, standard imaging, repairs, upgrades, and device shipping
• Maintain and repair hardware as directed by the IT Manager
• Use Addigy MDM for device provisioning, policy enforcement, patch management, and infrastructure security
• Set up, maintain, and troubleshoot in-office AV equipment using HP Poly with Google Meet
• Provide technical support during agency events
• Document internal IT policies, procedures, and technical guides
• Assist the IT Manager with daily administration, software/hardware upgrades, and technical projects
• Keep the Guru internal knowledge management platform up to date and optimized
• Perform additional responsibilities as assigned

• 2+ years of hands-on IT support experience across Windows and macOS environments, ideally within a fast-paced or growing organization
• Experience in Tier 1/2 troubleshooting
• Experience with user onboarding/offboarding (JML processes)
• Experience with identity management using Google Workspace and Office 365
• Excellent interpersonal skills with the ability to explain technical concepts clearly to non-technical staff and deliver a high standard of customer support
• Analytical mindset with the ability to manage tickets independently and document technical processes
• Proven ability to pivot quickly and adapt to emerging tech solutions or internal workflow adjustments
• Proactive mindset focused on troubleshooting and identifying technical issues before becoming widespread disruptions
• Experience using AI tools to connect, automate, and streamline workflows is nice to have
• An interest in content creation and/or the creator community is highly preferred

Demonstrates expertise in IT support, particularly in managing Tier 1 and Tier 2 tickets, user onboarding/offboarding, and troubleshooting across Windows and macOS environments. Proficient in utilizing tools like Google Workspace, Office 365, and Addigy MDM for effective device management and support.

• IT Support Experience
• Tier 1/2 Troubleshooting
• User Onboarding/Offboarding
• Google Workspace Management
• Addigy MDM Proficiency

• Tier 1/2 Troubleshooting
• User Onboarding/Offboarding
• Identity Management
• Device Provisioning
• Technical Documentation
• Hardware Repair
• AV Equipment Setup
• MacOS Support
• Windows Support
• Analytical Problem Solving

• Excellent Interpersonal Skills
• Customer Support
• Adaptability
• Proactive Mindset
• Clear Communication

• IT Support
• Service Desk
• Technical Onboarding
• JML Processes
• Fast-Paced Environment

• Google Workspace
• Office 365
• Addigy MDM
• HP Poly
• Knowledge Management System
• Slack
• AV Equipment