IT Support Specialist

We are seeking an IT Support Specialist to join our team and be the primary point of contact for desktop support across a fully remote company. Your main responsibility will be keeping our people productive and secure by supporting laptops, accounts and the everyday tools that our teams rely on. This is a hands-on, people-facing role, you will spend most of your time talking directly with employees, troubleshooting their issues and making sure they feel heard and helped along the way.

Since almost every interaction starts with someone who is stuck and needs help quickly, this role requires strong communication skills and genuine comfort working with people at every level of the company. You will also need to be comfortable learning and supporting a broad set of tools rather than specializing deeply in one area. Familiarity with device management and identity platforms is important, and a willingness to keep learning as our stack evolves is a must.

A key aspect of this role involves building trust with a distributed team so that people feel comfortable reaching out early rather than working around a problem or letting it get worse.

What you'll do:

• Ticket Triage & Support: Provide remote support for hardware, software, and account issues via chat, tickets, and video; perform initial triage and routing to ensure timely resolution while identifying recurring problems to suggest long-term fixes.
• Device & Asset Management: Handle the end-to-end device lifecycle for a remote workforce, including provisioning, asset tracking, and macOS-specific troubleshooting and system updates.
• Access & SaaS Administration: Manage identity and access tools (Okta), process SaaS access requests, configure core tools (e.g., Google Workspace, Jira), and participate in periodic access reviews.
• Operational Support & Knowledge Sharing: Document solutions to build our knowledge base, handle ad-hoc administrative requests (e.g., data exports, config changes), and collaborate with IT/Security teams on onboarding and compliance.

What you bring:

• Experience: 2+ years of experience in an IT support or helpdesk role, including experience supporting a remote or hybrid workforce and managing multiple ticket priorities.
• Communication: Strong written and verbal communication skills, with a user-centric approach to troubleshooting and a genuine interest in helping people resolve technical frustration.
• Technical Skills: Solid working knowledge of macOS environments and Google Workspace administration, alongside experience with identity/access tools (e.g., Okta) and mobile device management (e.g., Iru, Jamf).
• Adaptability: Comfort learning and troubleshooting a wide range of SaaS tools (e.g., Jira, Salesforce) and a proactive attitude toward mastering new technologies.

Nice to Have:

• Infrastructure & Security: Familiarity with basic networking (VPN, Wi-Fi, DNS) and exposure to security fundamentals, including MFA, endpoint protection, and compliance frameworks (e.g., SOC 2, ISO 27001).
• Systems & Documentation: Experience with ticketing systems (e.g., Jira Service Management, Zendesk) and a track record of creating internal documentation or self-service resources.

Tools and Technologies:

• Identity and access: Okta
• Device management: Iru (Kandji)
• Productivity: Google Workspace
• Collaboration and ticketing: Jira, Slack
• CRM: Salesforce

Compensation & Transparency

At Fingerprint, we believe in pay transparency — it's part of how we operate as a distributed, remote-first team.  Salaries are based on function, level, and geographic location, benchmarked against similar stage growth companies.  Because this role is open across the United States and can be based anywhere our team members work from, the salary range reflects that geographic breadth:  $74,000 Tier 2 minimum] - $100,000 Tier 1 Midpoint.

Some example salaries for specific locations are below:

[Tier 1 - City]: $87,000 min - $100,000 mid

[Tier 2 - City]: $74,000 min - $85,000 mid

Final offer amounts are determined by multiple factors, including the successful candidate's location, experience, and expertise, and may vary from the amounts listed above.