IT Support Specialist

IT Support Specialist
Status: Full-Time Non-Exempt | Direct Hire

Pay: $30.00-$32.00 per hour

Location: Remote We're a fast-growing, fully remote organization on a mission to make a real difference — and we know our people make that possible. As we scale, we're adding a high-ownership, high-impact role to our team. We're seeking a hands-on IT Support Specialist to keep our team working by resolving issues quickly, managing secure access, and supporting key IT projects

Expressable is a virtual speech therapy practice on a mission to transform care delivery and expand access to high-quality services, serving thousands of clients since our inception in late 2019. We are passionate advocates of parent-focused intervention. Our e-learning platform contains thousands of home-based learning modules authored by our clinical team, helping SLPs empower caregivers to integrate speech therapy techniques into their child’s daily life and improve outcomes.

Our mission is to set a new standard in speech therapy by making every caregiver a champion of their loved one’s success. We envision a world where everyone can fulfill their communication potential.

• Rapid Issue Resolution:
  Serve as the first point of contact for employee IT issues across hardware, operating systems, and core applications; resolve routine issues swiftly so the team stays productive.
• Ticket Management:
  Monitor, triage, and prioritize the support queue; keep tickets moving and communicate clearly with employees on status and resolution.
• Escalation Follow-Through:
  When a request needs help from Operations, Engineering, People or a vendor, coordinate the handoff and stay with it until it’s fully resolved — owning the outcome, not just the handoff.
• Lockouts & Access Issues:
  Quickly resolve login, MFA, and lockout problems so employees regain access with minimal disruption.

• Account Provisioning & Deprovisioning:
  Create, modify, and disable user accounts across platforms as part of onboarding, offboarding, and role/information changes, following established checklists and workflows.
• Access Changes:
  Process access and permission changes accurately against defined procedures and approvals.
• MFA Maintenance:
  Keep multi-factor authentication running smoothly; assist users with enrollment, resets, and device changes.
• User Access Reviews:
  Carry out routine access audits by working from system-generated flags and account lists, making the required changes in the relevant systems and confirming completion.
• Records & Asset Tracking:
  Maintain accurate records of accounts, hardware, software, and licenses.
• Security & Compliance:
  Follows and reinforces security, authentication, access-control, and data-protection procedures when provisioning accounts, granting permissions, and taking other sensitive actions.

• SSO Rollout Support:
  Carry out the hands-on steps of a single sign-on rollout across key platforms (e.g., Stripe, Slack, Zoom, Apple , Pearson) — enrolling users, testing access, and supporting people through the transition.
• MDM Migration Support:
  Support the migration of mobile device management from Rippling to Mosyle by enrolling devices, working through account lists, and assisting users.
• Documentation:
  Follow and help keep up to date the checklists, runbooks, and usage guides that support a distributed workforce.
• Collaboration:
  
  Work with Engineering, Operations, People and other teams to resolve and prevent recurring issues.

• 3–5 years of experience in IT support, help desk, or IT operations; degree or certifications in information technology preferred.
• A track record of high ticket throughput and fast,…