IT Specialist (Tier 1)

About the role

This role serves as the initial point of contact for all IT support needs across Strike's global employee base. The specialist will be responsible for warmly receiving, triaging, and resolving incoming support requests. A key aspect of the position is actively managing the IT ticket queue, ensuring that issues are addressed promptly, assigned appropriately, and resolved or escalated according to established service level agreements.

The IT Specialist will handle user lifecycle management, including provisioning and de-provisioning accounts and updating roles within systems like Okta and Google Workspace. The role also involves deploying, configuring, and troubleshooting employee devices, specifically macOS workstations and mobile devices, using Jamf MDM. Additionally, the specialist will set up and resolve issues related to secure remote access and VPN solutions.

Success in this position means effectively supporting a remote workforce by ensuring smooth operation of IT systems and tools. This includes leveraging AI tools to analyze applications and automate IT processes, assisting with onboarding and offboarding logistics, and providing training to employees on technology usage. The specialist will contribute to maintaining high employee productivity by ensuring their tools are functional and secure.

The listed salary range for this role is between $61,000 and $79,500 USD annually.

Skills that matter here

• IT support: This role is the primary front-line contact for all employee technical issues.
• Google Workspace: The specialist will administer user accounts and manage roles within this platform.
• Okta: This skill is used for user lifecycle management, including provisioning and de-provisioning accounts.
• Jamf: The role requires deploying, configuring, and troubleshooting macOS and mobile devices using this MDM tool.
• VPN: The specialist will provision and troubleshoot secure remote access solutions for employees.
• AI tools: This skill is leveraged to analyze applications and build automations for IT workflows.

Who this role suits

• You have 1-2 years of hands-on IT Desktop/Service Desk Support experience, ideally in a fast-paced or startup setting.
• You possess a naturally positive, customer-first personality and can clearly explain technical concepts to non-technical users.
• You are interested in using AI tools to improve IT processes and workflow efficiencies.
• You are comfortable supporting a remote workforce and managing modern device and access solutions.

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