IT Support Specialist

At Fullbay, our mission is simple — to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently. As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation— for our teams and our customers.

Fullbay is the number one cloud-based shop management software for commercial repair shops and is growing fast. This is an exciting opportunity to join a high-performing team and help shape the next phase of growth for the company.

Fullbay is building its IT and security function from the ground up, and this role is the foundation. As our IT Support Specialist, you'll be the first call for a roughly 200-person hybrid and remote team, keeping a Mac-majority environment running on Google Workspace and Microsoft 365. You'll provision hardware, manage access, and resolve issues, and you'll do it without a local IT team or a walk-up desk behind you.

Just as important, you'll build the systems that make support scalable: ticketing workflows, onboarding and offboarding processes, asset inventory, documentation, and the security hygiene that keeps the company protected. This is a chance to shape how IT works at a growing, PE-backed SaaS company rather than inherit a function that's already fully formed.

• Serve as the primary point of contact for employee IT support across a Mac-majority environment, provisioning and troubleshooting hardware, software, and account access
• Administer and support Google Workspace as the core identity and productivity platform, alongside a Microsoft 365 tenant
• Manage user lifecycle tasks: onboarding, offboarding, access provisioning/deprovisioning, and license management across the application portfolio
• Triage, document, and resolve support requests, and help design and maintain the ticketing/workflow process used to track them
• Build and maintain IT documentation: runbooks, SOPs, an asset inventory, and onboarding/offboarding checklists
• Perform basic security hygiene tasks, including endpoint management, MFA enforcement, and access reviews
• Identify recurring issues and propose process or tooling improvements
• Support vendor-facing tasks, such as coordinating with SaaS vendors on account or licensing issues, as part of application governance
• Manage hardware procurement, imaging, shipping, and returns for a fully remote workforce, including tracking assets through their lifecycle
• Maintain and enforce endpoint management/MDM policies (e.g., Jamf, Kandji, or similar) across company devices
• Support SSO configuration and troubleshooting for employees accessing SaaS applications
• Monitor and respond to basic security alerts, escalating as needed to appropriate stakeholders
• Conduct periodic access reviews and license audits across the application portfolio to identify unused or redundant accounts
• Assist with compliance-related documentation and evidence gathering (e.g., for SOC 2 or similar frameworks)
• Track and report on support metrics (ticket volume, resolution time, recurring issue categories) to inform process improvements
• Coordinate device and software patching/update cycles to maintain a consistent security baseline
• 4+ years of hands-on IT support experience, with at least some of that at a small or scaling company where you had exposure to building process, not just following it
• Strong, demonstrable experience supporting macOS in a business/enterprise environment (this is a Mac-majority shop)
• Hands-on administration experience with Google Workspace as an identity/productivity platform (user management, groups, security settings, not just end-user…