IT Support Specialist

IT Support Specialist (L1/L2)

Department: Operations, with close coordination with the Security/GRC team on Zero Trust, device management, and access-control initiatives Location: Remote Employment type: Full-time

About the Role

This role is the company-wide first and second point of contact for internal technical support, and the operational administrator of Google Workspace. Day-to-day work is focused on proactive platform administration and recurring access/security auditing, along with reactive ticket support for software, hardware, and configuration issues.

The role supports all departments at the company and plays a key part in ongoing initiatives such as MDM management, Zero Trust access controls, and the company's broader Secure Operations Program.

What You'll Do

L1 — Day-to-Day Support

● Serve as the first point of contact for internal support requests across the company (email / Slack / ticketing tool)

● Triage, log, and track tickets; escalate appropriately when issues exceed L1 scope

● Password resets, account unlocks, and basic access requests

● Software installation and configuration support

● Hardware support: setup and troubleshooting for laptops and peripherals

● Support for email, Calendar, Drive, and Meet issues

● First-line support for questions and issues related to the internal portal (navigation, common issues, access)

● Onboarding and offboarding of user accounts, groups, and organizational units

● Maintain and update internal documentation and SOPs / knowledge base

L2 — Advanced Support & Platform Administration

● Deeper troubleshooting of connectivity, SSO / Firebase Auth, and integrations (Slack and related tools)

● Manage the company's MDM platform — enrollment, policy configuration, and device compliance

● Coordinate hardware asset tracking and lifecycle (assignment, returns, and repair/replacement requests through the vendor platform)

● Provide first-level support on security-related incidents, coordinating with the Security/GRC team when needed

● Continuously improve internal processes, automation, and technical documentation

Google Workspace Administration

● Manage users, groups, and organizational units in the Admin Console

● Configure and maintain security policies: 2-factor authentication, external sharing rules, basic DLP settings

● Maintain ongoing security hardening of the Workspace environment against baseline configurations

● Review spam, phishing, and quarantine reports, and adjust filtering rules as needed

● Administer core services: Gmail, Drive, Calendar, Meet, and Chat

● Support the company's device-restricted login initiative (Workspace access limited to corporate devices)

● Produce periodic usage, access, and audit reports from the Admin Console

Proactive Configuration & Recurring Auditing

● Proactive account and access configuration (provisioning, permissions, organizational structure)

● Recurring audits of user access, device compliance, and security policy adherence

● Supporting cross-functional initiatives tied to the Secure Operations Program

What You Bring

Required

● 2–4 years of experience in IT support, ideally already covering both L1 and some L2 responsibilities

● Hands-on experience administering Google Workspace

● Experience with at least one MDM platform (e.g., JumpCloud, Intune, Kandji, or similar)

● Working knowledge of SSO and Zero Trust access concepts

● Strong documentation habits and ability to work autonomously in a small, distributed team environment

● Awareness of handling sensitive data responsibly, given the company's regulated environment (HIPAA / PHI context) — deep expertise not required, but sound judgment is

● Clear written and verbal communication in English

Nice to have

● Fluent in written and oral Spanish in addition to English

● Associate Google Workspace Administrator certification (Google Cloud)

● Prior experience supporting a company-wide user base

What We Offer

●$70,000 – $80,000 annually depending on experience

● Medical

● Dental

● Fully remote