Senior IT Support Specialist

We are looking for a Senior IT Support Specialist to join the growing IT Support team of our client. In this role, you will help craft the IT support experience, focusing on the support experience throughout the company. Youll help on supporting in-office meeting systems, collaborating closely with our Workplace team while working mainly with the IT team. With the IT team, you will work on tickets and projects, especially with tools at the company like Okta, Jamf, InTune, Slack, Zoom, Google Workspace. We are especially looking for someone who has experience working with stakeholders on our collaboration tools to ensure efficiency. The client is mostly Mac shop but will be onboarding Windows devices soon. About the role This is a 100% remote role but the candidate would be expected to work in PST as the client is based out of California As a Senior IT Support Specialist, youll help to: Build and implement a program to deliver the best possible technology support experience. Hone and refine all aspects of IT Support, whether it's the tools or the team Ticketing and triaging internal user requests Long term project work involving IT and Security requests Guide, mentor, and support IT Support teammates Contribute to and maintain our knowledge-base articles with How-To guides for end users and teammates. Measure, report, and drive IT support KPIs Effectively respond to and triage escalations as necessary. Assist with testing and provide feedback on the overall end user experience. About you Take ownership of reported issues and seeing problems through to resolution Communicate empathetically, but also with clarity and conciseness both in person, through Slack, and by documenting your work in our ticket management system and knowledge base Enjoy helping others develop their skills Have expert-level knowledge of Apple and Windows hardware and SaaS apps like Google Workspace and Okta in an enterprise environment Have experience in identifying and automating repetitive tasks and service requests Have helped deliver IT Support on a global scale This is a remote position.