Technical Support Specialist

As the Technical Support Specialist, you will play a vital role in ensuring the smooth operation of our IT infrastructure and providing exceptional technical assistance to our employees. As a Technical Support Specialist, you will be responsible for ensuring timely resolution of technical issues. This role serves as a frontline point of contact for our identity and security tools, including Okta, SentinelOne, and Zscaler. Your technical expertise, problem-solving skills, passion for technology, and excellent customer service skills will be essential in this role. The ideal candidate must be disciplined in documenting and tracking all the issues they work on in a ticketing system. **What You Will Do:** - Remain updated on recent technologies and best practices - Leverage excellent customer service to ensure that end users' needs are met effectively and professionally - Provide advanced technical support and assistance to end users, including escalated support for complex issues - Provide technical support to employees experiencing issues with our A/V and web conferencing solutions - On-board new users, e.g., set up new user accounts, permissions, hardware, software - Off-board separated users, e.g., disable user accounts, reclaim software licenses, retrieve corporate assets - Troubleshoot hardware, software, network and system issues - Diagnose and resolve technical issues with both the Windows and macOS client operating systems - Troubleshoot multi-factor authentication (MFA) issues - Provide tier-1 support for basic Okta issues, including password resets, account access, and MFA enrollment - Triage and escalate basic SentinelOne security alerts and endpoint agent issues - Troubleshoot basic Zscaler Client Connector (ZCC) connectivity issues for end users - Monitor the ticketing system, ensuring timely response and resolution of technical incidents and requests - Maintain accurate records of support activities and solutions, including knowledge bases and documentation - Document all work in the corporate ticketing system, communicating with users on ticket progress - Identify opportunities for improving support processes and workflows, including automation wherever possible - Contribute to the development and implementation of IT policies and procedures - Promote and enforce IT security policies and practices, with a focus on data security and compliance - Manage and track IT assets and inventory, ensuring efficient procurement and disposal processes - Provide training and guidance to users on how to use the company's IT systems - Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary - Collaborate with other IT teams to resolve issues and implement solutions - Escalate to administrators, engineers, architects, and vendors as necessary to resolve more complex issues **What We are Looking For:** - Bachelor's Degree in Information Technology, Computer Science, or a related field a plus - 3+ years of experience in an IT support role in a mid- to large enterprise environment - 1+ years of experience supporting Google Workspace productivity tools, e.g., Gmail, Calendar, Drive, Docs, Sheets - Strong technical skills in hardware, software, operating systems, and networking - Advanced knowledge of computer hardware and software - Expertise troubleshooting both Windows and macOS client OSes - Experience with Active Director for on-premises network and WiFi authentication, and with Okta for identity, SSO, and account provisioning - Familiarity with endpoint security tools (e.g., SentinelOne) to triage and escalate basic security alerts - Familiarity with Zero Trust network access clients (e.g., Zscaler Client Connector) to support basic connectivity issues - Familiarity with A/V technologies and web conferencing platforms - Excellent problem-solving and troubleshooting skills, with the ability to address complex technical issues - Effective communication and interperson…