IT Support Specialist

2 weeks ago

Somerville, United States VIA Full time
VIA is revolutionizing the way data is protected. Don't miss your chance to be a part of it

We're on a mission to make communities cleaner, safer, and more equitable. The U.S. Department of Defense (DoD), Fortune 50, and energy companies around the globe trust VIA to help them solve their toughest data protection challenges. Using its DoD-accredited and patented Web3 platform, VIA enables real-time data verification, replicable integration, and privacy-preserving analysis of energy and highly classified data.

VIA is seeking a highly motivated IT Support Specialist to deliver exceptional technical support to VIAneers. In this role, you will ensure each VIAneer experiences smooth operations across macOS, Google Workspace, and essential office tools. Your contributions will play a key role in maintaining a seamless and efficient work environment, allowing teams to focus on doing their best work by minimizing technical disruptions.

Individuals who excel in this role are proactive, detail-oriented problem solvers with strong communication skills who thrive in a dynamic, fast-paced IT environment.

In this role, you will:

Provide macOS and application support
  • Diagnose and resolve hardware and software issues on Mac computers
  • Troubleshoot operating system errors, application crashes, and connectivity problems
  • Provide support for Google Workspace applications (Gmail, Drive, Docs, etc.) and troubleshoot issues with Google Chrome browser
  • Stay up-to-date on the latest macOS updates, security patches, and Apple best practices
Support VIAneer onboarding and device management
  • Assist with onboarding new VIAneers by setting up Mac workstations and providing guidance on using company software and systems
  • Manage and maintain an inventory of Apple devices and accessories, ensuring proper tracking and allocation
Assist with network and communication support
  • Resolve connectivity issues and Wi-Fi access problems
  • Troubleshoot audio / visual connectivity for meetings
  • Assist with printer-related issues
  • Troubleshoot issues with Okta identity management and Slack communication
Collaborate and suggest process improvements
  • Collaborate with the IT team in Montreal to ensure consistent support
  • Facilitate cross-team collaboration by sharing knowledge, insights, and best practices to drive innovation, improve efficiency, and promote a culture of continuous learning
  • Identify opportunities to eliminate repetitive manual work through tools, integrations, and automation
Requirements

What you will bring to this role:
  • 2+ years of experience providing technical support, preferably in a macOS environment
  • In-depth knowledge of macOS, including troubleshooting and basic system administration
  • Strong understanding of Google Workspace applications and their integration with macOS
  • Experience with Okta identity management and Slack communication platform
  • Familiarity with basic networking concepts (TCP/IP, DNS, DHCP)
  • Excellent communication, interpersonal, and problem-solving skills
  • Ability to work independently and as part of a team
  • A passion for technology and a commitment to providing exceptional customer service
  • Additional skills that would benefit this role:
    • Experience with macOS MDM solutions (Jamf Pro or similar)
    • CompTIA A+ or Apple Certified Support Professional (ACSP) certification
    • Familiarity with virtualization (Proxmox, Virtualbox, VMware, etc.)
    • Proficiency with scripting languages (Bash, Python, Terraform) for automation tasks
What does it take to be a successful VIAneer? Let's break it down. Are you:
  • Self-motivated and passionate about leaving everything you touch better than how you found it
  • A firm believer that people should love what they do, and as a result are eager to build a culture that enables people to do their best work.
  • A creative problem solver who respectfully challenges the status quo in the pursuit of excellence
  • A person who leads discussions with curiosity and values diverse perspectives
  • Eager to explore new ideas, understand the power of feedback, and constantly seek opportunities to grow and develop your skills
  • A strong team player who thrives in collaborative environments and celebrates the success of others
Benefits

What can VIA do for you?

VIA offers competitive rewards, top-tier benefits, flexible work options, and individualized mentoring and growth opportunities.. Here are just a few of our VIAneers' favorite perks:
  • A fully funded, top-tier health benefits plan, fully covered from day one, including vision and dental coverage, for your whole family
  • 20 vacation days annually, Summer Fridays, plus an extended holiday period in December
  • Dedicated wellness advisor to help you successfully navigate the programs and opportunities presented to you at VIA
  • Individualized growth opportunities like internal and external mentorship panels, custom goals and feedback sessions, and / or access to learning and development training and programs
  • A flexible environment with opportunities to work from eligible locations for up to 2 months per year
  • Transit benefits to support commuting costs
  • In-person events to foster team bonding and collaboration across different teams
  • Paid parental leave, supporting new parents and families

Read more about our benefits and perks here.

VIA is committed to the importance of belonging.

VIA is an equal opportunity employer. When you apply for a role at VIA, your application will be considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. If you would like to request a specific accommodation, please notify us with your submission.

You can learn more about our mission, values, and team on our careers page.

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