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 Configuration \& Recurring Auditing** * Proactive account and access configuration (provisioning, permissions, organizational structure) * Recurring audits of user access,