Tradewind Services IT Support Specialist; Field​/Tier 1-2

Who We Are

Archipelago Companies, a portfolio of highly successful consumer lifestyle brands, is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands, including Olu Kai, Kaenon, Melin, Roark, and Tradewind Services are leaders in their respective markets, offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies, we pride ourselves on our commitment to integrity, and we strive to create a culture of excellence in everything we do.

If you are a driven and innovative individual with a passion for consumer brands, we invite you to apply for our open position and become a part of our dynamic and growing team.

We’re seeking an IT Support Specialist to provide a mix of Tier 1 helpdesk support and Tier 2 technical support for our SaaS-first environment. This role requires ~50% travel to satellite offices to deliver onsite support, support office setups, and participate in an onsite rotation schedule. You’ll be a key point of contact for end users while also partnering with IT Systems and Security to resolve escalations and improve reliability.

Key responsibilities in the following areas include but are not limited to:

• End User Support (Tier
  1) – Provide timely support via ticketing system, chat, phone, and in-person onsite visits.
• Troubleshoot common issues: account access, MFA/SSO login, SaaS apps, email/collaboration, endpoints (laptops/mobile), printers/peripherals, conferencing/AV basics.
• Execute onboarding/offboarding tasks: device setup, user orientation, standard access provisioning steps, and documentation.

• Travel to satellite offices on a regular schedule to provide “hands-on” support.
• Support office readiness: workstations, conference rooms, basic network/Wi-Fi troubleshooting, inventory/asset audits, and local vendor coordination.
• Participate in an onsite support rotation to ensure coverage and rapid response for high-impact issues.

• Handle escalations involving deeper troubleshooting and coordination: identity/access group issues, device management (MDM), endpoint security tooling, and SaaS administration tasks.
• Assist with incident response basics (e.g., device isolation steps, evidence gathering, coordinating with Security/IT Ops).
• Partner with Systems Admins/IT Manager to drive root-cause fixes and reduce recurring tickets.

• Maintain knowledge base articles and repeatable runbooks for common issues.
• Track assets (devices, peripherals) and support license access workflows.
• Contribute to service improvements: ticket categorization, automation suggestions, and user training.

• 2+ years in IT support/helpdesk/desktop support (Tier
  1) with exposure to Tier 2 tasks.
• Strong troubleshooting skills across:
  Windows/macOS, mobile devices, common SaaS tools, and basic networking fundamentals.
• Experience with a ticketing system (e.g., Jira Service Management, Zendesk, Service Now).
• Comfortable supporting users in-person and remotely; strong customer service mindset.
• Ability to travel ~50% and participate in an onsite rotation schedule.

• Experience with identity and access (Okta/Azure AD/Google Workspace), MFA, RBAC groups.
• Experience with MDM/device management (Intune/Jamf/Workspace ONE).
• Basic SaaS admin experience (Google Workspace/Microsoft 365, Slack, Zoom, etc.).
• Familiarity with retail or multi-site operations and supporting distributed teams.
• Scripting/automation interest (Power Shell/Bash) or workflow automation experience.

This is an in-office hybrid position with significant travel (~50%) to satellite offices in Irvine and San Clemente. Mandatory 4 days per week in office with the option to work from home 1 day per week. Participation in onsite rotation schedule (hours and cadence defined by region/coverage needs).

Compensation:
The hourly pay range for this position is: $28.00 to $32.00, based on the experience that you bring to the position.

• Complimentary chef prepared breakfast and lunch provided Monday -…