IT Support Specialist (onsite only)

Description of Position:

The IT Support Specialist is the first line of technical support for VIVO employees, responsible for day-to-day support requests, endpoint deployment and maintenance, user onboarding and offboarding, and the administration of the business applications employees rely on. Your primary focus will be keeping people working — resolving hardware, software, and application issues quickly, and making sure every new employee arrives at a working, correctly configured, and properly secured setup.

You will also provide support for the network and server environment as needed, research and evaluate new software solutions, and maintain the documentation that keeps IT knowledge available to the rest of the team.

This role works to the security requirements and standards set by the IT Support Coordinator, and escalates to the Coordinator and the Software Development & Support Manager where an issue exceeds its scope.

Key Accountability #1 - In-House Technical Support

1. Provide in-house technical support to end users across a mixed Windows, macOS, and ChromeOS fleet, in person and remotely
2. Install, configure, and maintain computer systems, peripherals, printers, and software
3. Troubleshoot and resolve hardware, software, and application problems, escalating to the IT Support Coordinator where an issue exceeds the scope of the role
4. Document and track all hardware, maintaining the device asset register from purchase through deployment, reassignment, and retirement
5. Create and maintain documentation for IT systems, processes, and common issue resolutions

Key Accountability #2 - Onboarding, Offboarding, and Account Management

1. Build, image, and deploy new-hire equipment to the standard configuration, including all required management and security agents
2. Create and configure user accounts across Google Workspace and other business platforms as part of the onboarding process
3. Enroll new employees in required security awareness training and deliver initial IT orientation
4. Execute offboarding, including account deactivation, access removal across every platform an employee holds an identity on, and equipment recovery
5. Process role changes and access requests under the access tiers and approval workflow defined by the IT Support Coordinator

Key Accountability #3 - Business Application Support and Administration

1. Provide end-user support for business applications, including NetSuite, and triage issues to the appropriate internal owner or vendor
2. Perform routine application administration, including user roles and permissions, saved searches, reports, dashboards, and configuration changes within defined limits
3. Maintain application documentation covering workflows, business processes, and customizations
4. Coordinate with vendors and support channels on application issues, upgrades, and service requests
5. Support integrations between business applications and escalate defects to the Software Development & Support Manager

Key Accountability #4 - Infrastructure Support, Research, and Process Improvement

1. Provide network and server support as needed, including troubleshooting, repairs, and assisting with data restoration
2. Assist with new infrastructure deployments and on-site hardware installation across VIVO buildings
3. Research and evaluate new software solutions and support their implementation
4. Provide automation ideas and general process improvements
5. Preserve and grow working knowledge of Google Workspace, ChromeOS, and the platforms VIVO runs

Demonstration of Vivo Values and Standards of Behavior:

Integrity - Developing relationships on the foundation of trust and upstanding character

Initiative - Having a work ethic that is proactive in seeing and improving company needs

Invested - Devoting our time, talents and ingenuity to making VIVO the best it can be

Adaptive - Having the courage to boldly take risks and grow in an ever-changing market

Respect - Placing value in others to foster an environment of mutual compassion and synergy

Serve - Working together to nurture a culture of humility as we give back to others

Qualifications:

Education - High school diploma required, Bachelor's degree in Computer Science, Information Systems or similar major preferred

Experience - 1 to 3 years of relevant experience supporting IT systems and end users required. Experience administering business applications or an ERP, and a background showing growth toward systems or network administration, is preferred. Candidates earlier in their career with strong troubleshooting ability and a demonstrated willingness to learn will be considered.

License/Certification - CompTIA A+, Network+, or vendor-specific certifications preferred

Knowledge/Skills/Abilities - Gmail, Google Drive applications required. Critical thinker and problem solver with great attention to detail and excellent communication skills. Customer service orientation for internal support requests, and the ability to work successfully in a fast-paced environment.

Required:

• Supporting end users across a mixed Windows, macOS, and ChromeOS fleet
• Hardware troubleshooting, imaging, and deployment
• User account administration and access provisioning
• Proficiency with Google Workspace applications
• Clear written documentation of systems and processes
• Ability to analyze problems, recommend solutions, and resolve issues independently
• Ability to work collaboratively with cross-functional teams

Preferred:

• Business application or ERP administration, ideally NetSuite
• Endpoint management platforms, ideally Pulseway, Google Admin, or Apple Business Manager
• Network and server administration basics, including VLANs, routing, and firewalls
• Linux familiarity
• Scripting or automation experience
• Understanding of business processes and requirements

Benefits include 

Free Health insurance for employees or health buy out option
Dental insurance
Vision insurance
Paid time off and holidays
Referral program
401K Retirement plan - employer match 80 cents on the dollar up to 6%
Anniversary bonus plan