IT Support Specialist

Job Title: IT Support Specialist
Location: Santa Clara, CA (Onsite, Monday – Friday)
Compensation: $76,500-$85,000

About the Role 

We are seeking a detail-oriented and proactive IT Support Specialist to join our team. In this role, you will serve as the primary point of contact for all employee technology needs, managing day-to-day helpdesk operations, device lifecycle management, and office technology infrastructure. This role supports both on-site and remote employees, ensuring a consistent and reliable IT experience regardless of location. Beyond end-user support, this role also contributes to backend system configuration, automation, and platform administration helping to build and maintain the infrastructure that keeps our team productive. The ideal candidate thrives in a fast-paced environment, communicates clearly, and takes ownership of issues from identification through resolution. 

Responsibilities 

Helpdesk & End-User Support 

• Provide live helpdesk support for Windows and macOS environments, diagnosing and resolving hardware, software, and connectivity issues 
• Serve as the first IT point of contact for all on-site and remote employees, managing support tickets and providing timely remote assistance. 
• Manage the full employee device lifecycle, including provisioning, configuring, shipping, and recovering laptops for new hires and departing employees. ● Own the IT onboarding and offboarding process, ensuring new employees are equipped and productive from day one and that access and equipment are properly reclaimed upon departure 
• Maintain and troubleshoot office technology infrastructure, including conference/smart room AV systems, printers, and Wi-Fi networks 
• Document processes, maintain an internal knowledge base, and identify opportunities to improve IT workflows 
• Assist with vendor coordination as needed

Backend Configuration & Platform Administration 

• Administer and maintain endpoint management platforms, including (macOS) and (Windows) including building and managing device enrollment profiles, configuration policies, compliance rules, and automated workflows 
• Manage IDP, including user lifecycle management, group policies, Conditional Access policies, role assignments,user provisioning, organizational unit (OU) structure, shared drives, email routing rules, security settings, third-party app integrations and SSO/app integrations 
• Configure and maintain IT Help desk, including ticket routing rules, macros, triggers, SLA policies, and reporting views to optimize helpdesk operations ● Manage Internal communication systems, including workspace settings, user provisioning/deprovisioning, channel governance, app integrations, and security policies 
• Support identity and access management (IAM) initiatives, including SAML/SSO configuration, MFA enforcement, and access reviews across the tool stack ● Assist in evaluating, onboarding, and integrating new SaaS tools into the existing IT environment 
• Contribute to IT security hygiene efforts including patch management, endpoint compliance reporting, and policy enforcement. 

Qualifications Required 

• 2–3 years of experience in an IT support or helpdesk role 
• Hands-on experience with both Windows and macOS troubleshooting and administration 
• Proficiency with MDM tools for Windows & MacOS (device profiles, blueprints, automated device enrollment, compliance policies, configuration profiles. ● Experience administering IDP Tools, including Conditional Access, group management, and SSO integrations 
• Familiarity with Help desk administration — ticket workflows, macros, triggers, and reporting 
• Experience with employee device logistics, including remote shipping and asset recovery 
• Experience supporting a global remote workforce 
• Strong problem-solving skills and the ability to prioritize competing requests ● Excellent written and verbal communication skills

Nice to Have 

• Experience with SAML/SSO configuration and identity provider (IdP) management ● Familiarity with scripting or automation (PowerShell, Bash, or similar) for IT workflow improvement 
• Experience with network administration (VLANs, DNS, DHCP, managed switches/APs) 
• Relevant certifications: Microsoft MD-102, Google Associate, CompTIA A+ / Network+, or similar

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Benefits: Medical, Dental, Vision, 401k

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.