IT Support Specialist

About the Role:
The IT Support Specialist will ensure a seamless technology experience within our physical office environment. This role covers a broad spectrum of responsibilities, from managing hardware and maintaining the podcast room equipment to integrating software tools and assisting with day-to-day IT needs.

Key Responsibilities:

• Set up, configure, and maintain desktops, laptops, network devices, and peripherals.

• Oversee equipment procurement, allocation, and inventory management, ensuring accurate asset registers.

• Coordinate with office space management for optimal workstation layouts and maintain podcast room audio/video equipment.

• Coordinate video production needs for podcasts, content shoots, webinars.

• Troubleshoot and resolve IT support tickets related to operating systems (Windows, macOS), office productivity applications, and security patches.

• Assist with Google Workspace and Microsoft 365 administration, including email, file storage, and collaboration tools.

• Conduct onboarding sessions for new staff, including account creation, device setup, and security briefings.

• Provide ongoing user training on internal systems, telephony platforms, and productivity tools to enhance team efficiency.

• Integrate telephony systems (e.g., RingCentral, Aircall), scheduling solutions (Calendly, Acuity), and CRM platforms (e.g., Zoho).

• Implement and manage AI-driven tools (e.g., Avoma, Fireflies.ai) and integrate systems using platforms like Make.com, Zapier, and GoHighLevel.

• Test, evaluate, and deploy new tools, ensuring seamless integration into existing workflows.

• Work closely with the offshore IT team to ensure standardized processes and system alignment.

• Collaborate with office administrators and facilities coordinators for resource planning and equipment procurement.

• Document procedures and maintain knowledge bases for internal stakeholders.

• Participate in agile sprints and project task management to deliver IT initiatives on time.

• Identify areas for improvement in IT workflows and suggest enhancements to increase efficiency and reliability.

• Leverage basic web development skills (HTML/CSS/JS) when needed for minor website or portal adjustments.

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) considered a plus.

• Video equipment familiarity