IT Specialist (Tier 1)

About the role

This role focuses on delivering essential technical support as the first point of contact for Strike's global employees. The specialist will handle a variety of inbound requests, ensuring they are triaged, resolved, or escalated efficiently while adhering to service level agreements. Key responsibilities include managing the IT ticket queue and providing timely assistance for day-to-day technical issues.

A significant part of the position involves user lifecycle management, which includes provisioning and de-provisioning accounts and updating roles within Okta and Google Workspace. The specialist will also be responsible for deploying, configuring, and troubleshooting employee workstations and mobile devices using Jamf, as well as managing secure remote access solutions like Cloudflare One and VPNs.

Success in this role means maintaining a smooth and secure IT environment for a remote workforce. This includes leveraging AI tools to analyze applications and automate IT processes, assisting with onboarding and offboarding logistics, and training employees on how to effectively use their tools. The ideal candidate will ensure that technical support is not only reactive but also contributes to proactive improvements in IT workflows.

The annual salary for this position ranges from $61,000 to $79,500 USD.

Skills that matter here

• IT support: This role serves as the primary, front-line contact for all employee technical issues, requiring strong problem-solving and communication skills.
• Google Workspace: The specialist will administer user accounts and manage lifecycle processes within the Google Workspace environment.
• Okta: This position involves administering user lifecycle management, including provisioning and de-provisioning, within Okta.
• Jamf: The role requires deploying, configuring, and troubleshooting macOS and mobile devices using Jamf MDM, as well as provisioning secure remote access.
• Cloudflare One: Familiarity with Cloudflare One is beneficial for provisioning and troubleshooting secure remote access and VPN solutions for the workforce.
• AI tools: The specialist will leverage AI tools to analyze SaaS and desktop applications and help build automations to streamline IT processes.

Who this role suits

• Someone with 1-2 years of hands-on IT Desktop/Service Desk Support experience, ideally in a fast-paced or startup environment.
• An individual who possesses a naturally positive, customer-first personality with excellent verbal and written communication skills.
• A person capable of explaining complex technical concepts to non-technical users with ease and patience.
• A candidate with a strong interest in, or hands-on experience with, utilizing AI tools to analyze data or build workflow efficiencies.

From the employer

• Serve as the primary, front-line IT service desk support contact, warmly receiving, triaging, and resolving inbound support requests from global employees.
• Actively manage the IT ticket queue (triage, assign, update, resolve, or escalate) while adhering to established SLAs/OLAs.
• Administer user lifecycle management (provisioning, de-provisioning, and role updates) within Okta and Google Workspace.
• Deploy, configure, and troubleshoot employee workstations (macOS) and mobile devices (iOS and Android) utilizing Jamf MDM.
• Provision and troubleshoot secure remote access and VPN solutions utilizing Cloudflare One and Jamf.
• Leverage AI tools to analyze SaaS and desktop applications and help build smart automations to streamline IT processes and workflows.
• Assist with onboarding/offboarding logistics, including configuring hardware, managing software licenses, and conducting engaging IT orientation presentations.
• Train and guide employees on how to get the most out of their tools and technology, and assist with remote video conferencing setups when needed.

• Experience: 1–2 years of hands-on IT Desktop/Service Desk Support experience, ideally within a fast-paced or startup environment.
• Experience administering Google Workspace and Okta (SAML/SSO, group management, etc.).
• Experience using an MDM tool such as Jamf to manage macOS along with iPhones and Android devices.
• Familiarity supporting remote workforces using modern VPN or Zero Trust network access solutions (experience with Cloudflare One is a massive plus).
• A strong interest in or hands-on experience with, utilizing AI tools (like ChatGPT, Claude, or specific IT automation bots) to analyze data or build workflow efficiencies.
• Experience navigating and configuring modern ticketing platforms (e.g., Jira Service Management, Zendesk).
• A naturally positive, customer-first personality with excellent verbal and written communication skills. You can explain complex tech concepts to non-technical users with ease and patience.

• Salary range: $61K - $79.5K USD
• Equity in a high-growth startup
• Health, dental, and vision insurance premium contributions; short & long-term disability insurance and basic life insurance
• Cell phone and internet reimbursement
• Flexible PTO, sick leave & parental leave
• Access to a company 401k plan
• No trading fees when you buy and sell bitcoin on Strike