IT Support Specialist

VetClaims.ai is building secure, reliable internal systems for a distributed team, and the IT Support Specialist (L1/L2) is central to keeping day-to-day operations running smoothly. This role serves as the company-wide first and second point of contact for internal technical support, while also operating and auditing Google Workspace to support security and access initiatives.

What you will do

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

Requirements

• 2–4 years of experience in IT support, ideally covering both L1 and some L2 responsibilities.
• Hands-on experience administering Google Workspace.
• Experience with at least one MDM platform, such as JumpCloud, Intune, Kandji, or similar.
• Working knowledge of SSO and Zero Trust access concepts.
• Strong documentation habits and the ability to work autonomously in a small, distributed team environment.
• Awareness of handling sensitive data responsibly in a regulated environment with HIPAA/PHI context.
• Clear written and verbal communication in English.

Technologies

• Google Workspace, Google Admin Console
• MDM, JumpCloud, Intune, Kandji
• SSO, Zero Trust, Firebase Auth
• Slack, Email, Gmail, Drive, Calendar, Meet, Chat
• 2-factor authentication, DLP

Compensation and location

• $70,000 – $80,000 per year, depending on experience
• United States (remote)

Benefits

• Medical
• Dental
• Fully remote

What you bring: Fluent written and oral Spanish in addition to English, an Associate Google Workspace Administrator certification (Google Cloud), and prior experience supporting a company-wide user base.