Compensation Overview

Position Overview: We are seeking a versatile Device and Applications Support Specialist to join our IT team and contribute to the smooth operation of our technology infrastructure. The ideal candidate will possess a broad range of technical skills, from troubleshooting hardware and software issues to managing network infrastructure and supporting end-users. This role requires a proactive approach to problem-solving, excellent communication skills, and superior people skills to effectively interact with our diverse user base.

Key Responsibilities:

• Provide technical support to end-users on hardware, software, and network-related issues via Slack, Zoom, phone or in-person.
• Support the onboarding and offboarding of fellow Flexers in our systems as well as any required hardware.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Manage and troubleshoot local area networks (LAN), wireless networks, and VPN connections.
• Perform routine maintenance tasks, such as system updates, backups, and antivirus scans.
• Collaborate and partner with other departments to increase their efficiencies and reduce their day to day friction.
• Document IT processes, procedures, and system configurations.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 3-4 years in a similar IT support role, with a strong understanding of IT fundamentals. 
• Strong domain knowledge and practical experience with Windows, MacOS, iOS and Android.
• Strong domain knowledge and practical experience with hardware. (i.e. laptops/mobile devices/switches).
• Proficiency with Google Admin for managing G Suite applications and settings.
• Proficiency with JAMF MDM (Mobile Device Management) for Apple device administration.
• Proficiency in Kaseya MDM for managing windows devices.
• Experience with Atlassian products, mainly Jira Service Desk Management.
• Experience with Microsoft 365 for administering and supporting user requests and permissions.
• Experience with Slack for managing issues and requests.
• Experience with administering and supporting Zoom for a remote workforce.
• Excellent problem-solving skills and attention to detail.
• Superior communication skills and people skills to effectively interact with a diverse user base.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice-to-Haves:

• Experience working with Zapier and developing automations to reduce manual toil.
• Experience working with Cloudflare and their products. Specifically WARP and Zero Trust.
• Experience working with antivirus/malware detection software. Specifically SentinelOne.
• Experience with Agile project methodologies.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

30, 60, 90 Day Plan:

First 30 Days:

• Familiarization: Gain a thorough understanding of our IT infrastructure, systems, and current challenges.
• Training: Complete onboarding and training sessions to familiarize yourself with company policies, procedures, and specific tools.
• Shadowing: Shadow senior team members to understand current workflows and ongoing projects.
• Initial Support: Begin addressing help desk tickets and providing technical support to end-users.
• Onboarding/Offboarding: Begin handling tickets to onboard new employees or offboard former employees.

Next 30 Days (60 Days Total):

• Network Management: Take ownership of network monitoring and maintenance tasks. Identify and resolve network issues to ensure optimal performance.
• Project Participation: Participate in ongoing IT projects, such as system upgrades or software deployments.
• Process Improvement: Propose improvements to existing IT processes and workflows to enhance efficiency and reliability.
• User Training: Conduct user training sessions on new software or IT procedures as needed.
• Documentation Enhancement: Expand and refine IT documentation to improve accessibility and accuracy.

Final 30 Days (90 Days Total):

• Lead Initiatives: Take the lead on at least one IT project or initiative, demonstrating your ability to manage tasks from inception to completion.
• Security Audits: Conduct security audits and implement necessary measures to enhance data security and compliance.
• Vendor Management: Manage relationships with IT vendors and service providers to ensure timely resolution of issues and optimal service delivery.
• Knowledge Sharing: Share your expertise with the team through training sessions or knowledge transfer sessions.
• Feedback: Provide feedback on IT infrastructure and processes to inform future improvements and strategic decisions.

Additional Information:

• This role is primarily an in-office position with a mandatory three days in the office. Office days are Monday, Wednesday and Thursday.

The national pay range for this role is $86,000-$89,0000 in base salary. Individual compensation will be commensurate with the candidate’s experience aligned with Flex’s internal leveling guidelines and benchmarks.