IT Support Engineer
They are seeking an experienced IT Support Engineer based in the Pacific Time Zone to join their lean IT team. This role offers an excellent opportunity for a Tier 2 professional to step up, own end-user support for a regional population, and gain hands-on experience with advanced systems administration and security projects.
**Candidate MUST be locating in PST or MST time zone**
Key Responsibilities
- End-User Support: Split end-user support with one other IT Support Engineer, managing technical requests for approximately 200 employees. Maintain exceptional ticket hygiene within Jira/ITSM systems to meet strict compliance SLAs.
- System Administration: Manage day-to-day administration across a fully cloud-based SaaS environment. Focus areas include Google Workspace (managing distribution lists), Okta for SSO/MFA, and Jamf for MacOS mobile device management (MDM).
- High-Volume Lifecycle Management: Execute high-volume onboarding and offboarding workflows, particularly during peak seasonal hiring surges for operational staff.
- Network & Hardware Troubleshooting: Support a heavy MacOS hardware footprint and troubleshoot remote connectivity issues, including VPN and secure access tools.
- Upcoming Initiatives: Partner with leadership on upcoming infrastructure projects, including implementing new AI-forward ITSM tools, establishing Role-Based Access Controls (RBAC), executing zero-touch deployments, and assisting with security compliance framework audits (e.g., ISO42001, HITRUST).
Position Requirements
Minimum Qualifications
- Experience: 5+ years of dedicated IT support experience, ideally within a fast-paced, high-growth startup environment.
- Technical Environment: Must have heavy experience supporting MacOS hardware and a Google Workspace environment.
- Problem Solving: Strong analytical troubleshooting skills with the ability to work independently, prioritize tasks effectively, and drive issues to resolution with minimal supervision.
- Core Competencies: Meticulous documentation habits and a proactive approach to handling critical IT disruptions during business hours.
Preferred Qualifications
- Industry Compliance: Background working within highly regulated environments (Healthcare, Health-Tech, or Finance) with an understanding of PII/PHI handling standards.
- Identity & Access Management: Direct experience utilizing Okta for identity lifecycle management and Jamf for Apple device compliance.
- Network Security: Familiarity with modern secure access solutions, zero-trust architectures, or modern VPN protocols.
- AI Tooling: Openness to utilizing and supporting modern AI productivity tools within the enterprise workspace.
