IT Support Specialist

The IT Support Specialist is responsible for supporting the organization’s IT landscape from a systems and integrations perspective. Operating remotely, this role focuses on application troubleshooting, API integrations, automation workflows, and user support.

Key Responsibilities:

• Remote Systems Support & Maintenance
• Resolve support tickets related to software applications, system performance, and security updates.
• Manage and maintain user accounts, permissions, and access controls across various platforms, including Google Workspace and Microsoft 365.
• Application Integrations & Automation
• Develop and manage API integrations between business tools (CRM, telephony, scheduling apps) to streamline workflows.
• Leverage automation platforms like Make.com and Zapier for process optimization and data synchronization.
• Integrate AI-driven productivity solutions (e.g., Avoma, Fireflies.ai) and ensure compatibility with existing systems.
• User Onboarding, Training & Documentation
• Provide remote onboarding support, ensuring users have the necessary credentials, system access, and security training.
• Create and maintain user guides, FAQs, and internal knowledge bases to facilitate self-service support and ongoing learning.
• Tool & Platform Administration
• Configure and support telephony solutions (RingCentral, Aircall), scheduling tools (Calendly, Acuity), and CRMs (Zoho).
• Assist with the adoption and integration of tools like GoHighLevel and web-based platforms, applying basic web development knowledge when required.
• Collaboration & Communication
• Coordinate with the onsite IT team to ensure consistency in processes, standards, and user experiences.
• Communicate effectively with internal stakeholders to gather requirements, provide updates, and address concerns related to IT systems and integrations.
• Project & Task Management
• Utilize agile methodologies and sprint-based task management to plan, prioritize, and complete IT projects.
• Continuously review and refine IT processes to improve efficiency, reliability, and user satisfaction.

Requirements:

• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field.
• 2+ years of relevant IT experience.
• Familiarity with operating systems (Windows, macOS) and productivity suites (Google Workspace, Microsoft 365).
• Experience with CRM platforms (e.g., Zoho) and telephony systems.
• Familiarity with integration platforms (Make.com, Zapier) and basic understanding of APIs.
• Strong communication, problem-solving, and organizational skills.
• Basic web development skills (HTML/CSS/JS) are considered a plus.