IT Support Specialist

About the Role
We are seeking an IT Support Specialist to help maintain reliable, secure, and efficient technology services for employees across the organization. Based in the San Diego area, this role covers Tier 1, Tier 2, and Tier 3 support, end-user services, device management, and improvements to IT workflows. The position is primarily remote, with office attendance expected approximately once a week and additional visits as needed to support employees, business operations, meetings, and the ADF team. The successful candidate will provide responsive technical support, manage support requests through resolution, and work with colleagues across different time zones.

Key Responsibilities
• Provide frontline IT support for an office of more than 50 users, ranging from entry-level employees to the CEO.
• Respond to technical support requests through email, Microsoft Teams messages, and Teams calls.
• Troubleshoot Windows 11 issues remotely, including log analysis, driver and software problems, printer support, password changes, and system updates.
• Support Microsoft 365 applications and services, including Outlook, Word, Excel, PowerPoint, OneDrive, Teams, SharePoint, and the online user portal.
• Provide support for OpenVPN and other software-as-a-service applications.
• Create, document, and track support tickets in Jira, ensuring issues and resolutions are recorded accurately.
• Assist with employee onboarding and offboarding through integrated, automated IT and HR workflows.
• Help maintain network infrastructure, including VLANs, wireless access point deployment, and connectivity troubleshooting.
• Provide in-person technical assistance for Microsoft Teams and Zoom conference room calls.
• Manage laptops through Microsoft Intune and provide Exchange mailbox support.
• Prepare laptops for recycling by securely erasing hard drives and retiring devices.
• Coordinate with international IT support colleagues working in different time zones.
• Attend the office as needed to support the ADF team and business operations.
• Provide occasional after-hours and weekend support.
• Take on other duties as assigned. Required Qualifications
• Bachelor's degree or relevant corporate work experience.
• At least two years of corporate IT experience in a technical support role with responsibilities similar to those described.
• Working knowledge of resolving complex, time-sensitive technical issues.
• Ability to support users calmly and professionally, regardless of their technical proficiency.
• Demonstrated ownership and follow-through when managing support issues, along with a team-oriented approach.
• Strong attention to detail when documenting issues, researching solutions, and communicating with users and colleagues.
• Ability to prioritize tasks and remain focused on important projects.
• Ability to handle confidential information professionally and securely.
• Ability to use AI tools for research, documentation, and problem-solving while verifying results for accuracy and completeness. Preferred Qualifications
• CompTIA A+ or Security+ certification.
• Experience in the financial services industry. Technical Environment
• Windows 11
• Microsoft 365 and Office 365
• Outlook, Word, Excel, and PowerPoint
• OneDrive, Teams, and SharePoint
• Microsoft Intune and Exchange
• Jira
• OpenVPN and SaaS applications
• Network infrastructure, including VLANs and wireless access points
• AI tools for research, documentation, and troubleshooting Compensation and Benefits
• Hourly pay: $25–$29.
• Expected workweek: 40 hours.
• Annualized pay: $52,000–$60,320, based on a 40-hour workweek over 52 weeks.
• Benefits include a 401(k) with company matching, health, dental, vision, and life insurance, an employee assistance program, flexible spending and health savings accounts, and paid time off. Location and Work Arrangement
•

Location:
San Diego area.
• Work arrangement: Primarily remote, with office attendance expected approximately once a week and additional visits as business needs require.
• Schedule: Occasional after-hours and weekend support may be required.