IT Support Specialist

**IT Support Specialist (L1/L2\)** **Department:** Operations, with close coordination with the Security/GRC team on Zero Trust, device management, and access\-control initiatives **Location:** Remote**Employment type:** Full\-time **About the Role** This role is the company\-wide first and second point of contact for internal technical support, and the operational administrator of Google Workspace. Day\-to\-day work is focused on proactive platform administration and recurring access/security auditing, along with reactive ticket support for software, hardware, and configuration issues. The role supports all departments at the company and plays a key part in ongoing initiatives such as MDM management, Zero Trust access controls, and the company's broader Secure Operations Program. **What You'll Do** **L1 — Day\-to\-Day Support** Serve as the first point of contact for internal support requests across the company (email / Slack / ticketing tool) Triage, log, and track tickets; escalate appropriately when issues exceed L1 scope Password resets, account unlocks, and basic access requests Software installation and configuration support Hardware support: setup and troubleshooting for laptops and peripherals Support for email, Calendar, Drive, and Meet issues First\-line support for questions and issues related to the internal portal (navigation, common issues, access) Onboarding and offboarding of user accounts, groups, and organizational units Maintain and update internal documentation and SOPs / knowledge base **L2 — Advanced Support \& Platform Administration** Deeper troubleshooting of connectivity, SSO / Firebase Auth, and integrations (Slack and related tools) Manage the company's MDM platform — enrollment, policy configuration, and device compliance Coordinate hardware asset tracking and lifecycle (assignment, returns, and repair/replacement requests through the vendor platform) Provide first\-level support on security\-related incidents, coordinating with the Security/GRC team when needed Continuously improve internal processes, automation, and technical documentation **Google Workspace Administration** Manage users, groups, and organizational units in the Admin Console Configure and maintain security policies: 2\-factor authentication, external sharing rules, basic DLP settings Maintain ongoing security hardening of the Workspace environment against baseline configurations Review spam, phishing, and quarantine reports, and adjust filtering rules as needed Administer core services: Gmail, Drive, Calendar, Meet, and Chat Support the company's device\-restricted login initiative (Workspace access limited to corporate devices) Produce periodic usage, access, and audit reports from the Admin Console **Proactive Co