Tradewind Services IT Support Specialist

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, 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.

• 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.
• 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.

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

• 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.

• Bachelor's degree preferred.
• 3+ years in IT support/helpdesk/desktop support (Tier
  1) with exposure to Tier 2 tasks.
• Strong troubleshooting skills across:
  Windows/macOS, mobile devices,
  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).
• 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 salary range for this position is: $70,000 - $75,000, based on the experience that you bring to the position.

• Complimentary chef prepared breakfast and lunch provided Monday - Thursday.
• Generous product gift program and all brand discounts.
• Company bonus program.
• 5 year and 10 year Milestone Anniversary travel gifts.
• Medical,…