Onsite IT Support Specialist
About the Role: The Onsite 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.
* Hardware & Infrastructure Management
o Set up, configure, and maintain desktops, laptops, network devices, and peripherals.
o Oversee equipment procurement, allocation, and inventory management, ensuring accurate asset registers.
o Coordinate with office space management for optimal workstation layouts and maintain podcast room audio/video equipment.
o Coordinate video production needs for podcasts, content shoots, webinars.
* Systems & Software Support
o Troubleshoot and resolve IT support tickets related to operating systems (Windows, macOS), office productivity applications, and security patches.
o Assist with Google Workspace and Microsoft 365 administration, including email, file storage, and collaboration tools.
* User Setup, Training & Onboarding
o Conduct onboarding sessions for new staff, including account creation, device setup, and security briefings.
o Provide ongoing user training on internal systems, telephony platforms, and productivity tools to enhance team efficiency.
* Tool & Platform Integration
o Integrate telephony systems (e.g., RingCentral, Aircall), scheduling solutions (Calendly, Acuity), and CRM platforms (e.g., Zoho).
o Implement and manage AI‐driven tools (e.g., Avoma, Fireflies.ai) and integrate systems using platforms like Make.com, Zapier, and GoHighLevel.
o Test, evaluate, and deploy new tools, ensuring seamless integration into existing workflows.
* Collaboration & Administration
o Work closely with the offshore IT team to ensure standardized processes and system alignment.
o Collaborate with office administrators and facilities coordinators for resource planning and equipment procurement.
o Document procedures and maintain knowledge bases for internal stakeholders.
* Project Management & Process Optimization
o Participate in agile sprints and project task management to deliver IT initiatives on time.
o Identify areas for improvement in IT workflows and suggest enhancements to increase efficiency and reliability.
o 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.
Offshore IT Support Specialist
About the Role: The Offshore 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.
* Remote Systems Support & Maintenance
o Resolve support tickets related to software applications, system performance, and security updates.
o Manage and maintain user accounts, permissions, and access controls across various platforms, including Google Workspace and Microsoft 365.
* Application Integrations & Automation
o Develop and manage API integrations between business tools (CRM, telephony, scheduling apps) to streamline workflows.
o Leverage automation platforms like Make.com and Zapier for process optimization and data synchronization.
o Integrate AI‐driven productivity solutions (e.g., Avoma, Fireflies.ai) and ensure compatibility with existing systems.
* User Onboarding, Training & Documentation
o Provide remote onboarding support, ensuring users have the necessary credentials, system access, and security training.
o Create and maintain user guides, FAQs, and internal knowledge bases to facilitate self‐service support and ongoing learning.
* Tool & Platform Administration
o Configure and support telephony solutions (RingCentral, Aircall), scheduling tools (Calendly, Acuity), and CRMs (Zoho).
o Assist with the adoption and integration of tools like GoHighLevel and web‐based platforms, applying basic web development knowledge when required.
* Collaboration & Communication
o Coordinate with the onsite IT team to ensure consistency in processes, standards, and user experiences.
o Communicate effectively with internal stakeholders to gather requirements, provide updates, and address concerns related to IT systems and integrations.
* Project & Task Management
o Utilize agile methodologies and sprint‐based task management to plan, prioritize, and complete IT projects.
o 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) considered a plus.
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