IT Support Specialist

IT Support Specialist (L1/L2) supports internal technology needs as the first and second point of contact and administers Google Workspace for the company.

Responsibilities

• Act as the first point of contact for internal support requests via email / Slack / ticketing tool
• Triage, log, and track tickets; escalate issues when they exceed L1 scope
• Handle password resets, account unlocks, and basic access requests
• Support software installation and configuration
• Provide hardware support, including setup and troubleshooting for laptops and peripherals
• Troubleshoot email and collaboration issues across Gmail, Calendar, Drive, and Meet
• Offer first-line support for the internal portal (navigation, common issues, access)
• Manage user lifecycle activities: onboarding and offboarding for accounts, groups, and organizational units
• Maintain and update internal documentation, SOPs, and the knowledge base
• Perform deeper troubleshooting for connectivity, SSO / Firebase Auth, and integrations including Slack-related tools
• Administer the company’s MDM platform: enrollment, policy configuration, and device compliance
• Coordinate hardware asset tracking and lifecycle (assignment, returns, and repair or replacement requests through the vendor platform)
• Provide first-level support during security-related incidents and coordinate with the Security/GRC team when needed
• Continuously improve internal processes through automation and updated technical documentation
• Administer users, groups, and organizational units in the Admin Console
• Configure and maintain security controls in Workspace, including 2-factor authentication, external sharing rules, and basic DLP settings
• Support 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 a device-restricted login initiative (Workspace access limited to corporate devices)
• Produce periodic usage, access, and audit reports from the Admin Console
• Support proactive account and access configuration, including provisioning, permissions, and organizational structure
• Run recurring audits of user access, device compliance, and security policy adherence
• Support cross-functional initiatives related to the Secure Operations Program

Requirements

• 2–4 years of IT support experience, ideally spanning both L1 and some L2 responsibilities
• Hands-on experience administering Google Workspace
• Experience with at least one MDM platform (examples: 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 in a regulated environment (HIPAA / PHI context), using sound judgment
• Clear written and verbal communication in English
• Fluent written and oral Spanish in addition to English
• Associate Google Workspace Administrator certification (Google Cloud)
• Prior experience supporting a company-wide user base

Technologies

• Google Workspace, Google Admin Console
• MDM (JumpCloud, Intune, Kandji)
• SSO, Firebase Auth
• Slack, Gmail, Drive, Calendar, Meet, Chat
• 2-factor authentication, DLP
• HIPAA, PHI

Benefits

• $70,000 – $80,000 annually, depending on experience
• Medical
• Dental
• Fully remote

About the role

• Company-wide first and second point of contact for internal technical support
• Operational administrator for Google Workspace
• Focus on proactive platform administration, recurring access/security auditing, and reactive support for software, hardware, and configuration issues
• Department: Operations, coordinating closely with the Security/GRC team on Zero Trust, device management, and access-control initiatives
• Location: Remote
• Employment type: Full-time