Associate Support Specialists - IT & Networking Support Services

Gloo was founded as a mission-driven organization with the goal to release the passion in every person to Champion the growth of another so they can be all they were born to be.
Today, organizations of all sizes in the faith space use Gloo's products to become more informed, better connected, and fully equipped to overcome their greatest challenges and achieve powerful outcomes, helping people progress through their personal growth journeys.
By building a common platform, we are creating a shared infrastructure that removes friction, promotes collaboration, and equips leaders with the right tools to galvanize personal growth and change lives. We are a fast-moving and passionate team that is looking for more talented professionals who are driven to make a positive impact.
The Team:
Gloo360 is the premier managed services provider (MSP) division of Gloo dedicated to delivering comprehensive technology and operational support to non-profit organizations and mission-driven enterprises. By managing critical systems such as IT infrastructure, cybersecurity, cloud solutions, and enterprise platforms like Workday, Salesforce, and HubSpot, Gloo360 empowers its partners to focus on their core missions. Through innovative solutions, strategic integrations, and exceptional customer support, Gloo360 ensures operational excellence while driving efficiency, scalability, and transformative impact for the organizations it serves.
The Opportunity:
The Associate Support Specialists in IT & Networking Support Services will deliver exceptional IT support as part of Gloo360 managed service offering. This role focuses on managing helpdesk operations, resolving technical issues, and maintaining endpoint strategies for company devices to ensure a seamless user experience for customers. The Associate Support Specialists will oversee office productivity tools, IT onboarding/offboarding, and support for events and facility systems, serving as the first point of contact for technical assistance and ensuring optimal functionality of technology assets. This position is on-site based at our office in Orlando, Florida.
What You'll Be Doing:

• Helpdesk Management
• • Monitor ticket systems and manage support requests through email, phone, Slack, and other chat services.
  • Escalate complex technical issues to senior staff while maintaining communication with users.
  • Provide multi-channel technical support and ensure timely resolution of user requests.
• Device Management & Endpoint Strategy
• • Implement and test endpoint management tools, ensuring devices are maintained in an automated, efficient manner.
  • Oversee the device fleet, ensuring functionality, usability, and adherence to company standards.
  • Conduct regular maintenance and updates to improve staff experience and overall system performance.
• Office Communications & Tech Support
• • Support office communication tools, including Google Workspace, Microsoft Office365, Slack, and WebEx/Zoom.
  • Assist in supporting office technology such as A/V systems, printers, and conferencing equipment via contractor or on-site assistance.
  • Provide on-site support for office IT needs, ensuring productivity tools remain functional and accessible via contractor or on-site assistance..
• IT Onboarding/Offboarding
• • Prepare and deliver new hire computers for customers and configure associated services.
  • Manage IT offboarding processes for our customers, ensuring security and data integrity during employee transitions.
• Security & Disaster Recovery
• • Support network performance, security monitoring, and disaster recovery protocols.
  • Assist in managing facility security systems, ensuring proper access control and functionality.

What We're Looking For:

• Solid understanding of Dell Computers (PC) and experience troubleshooting related issues.
• Experience with IT tools and platforms such as JAMF, Google Workspace, Microsoft Office365, Slack, Zoom, and Okta.
• Basic understanding of command-line tools and Bash scripting.
• Strong critical thinking and problem-solving abilities.
• Proven ability to independently find answers and implement solutions to technical challenges.
• Physical ability to maneuver between work sites, operate in confined spaces, and handle large office equipment.
• A desire to pursue ongoing training and development in IT support and related skills.

Compensation: $55,000 - $73,000
Our Team Members Enjoy:

• Compensation and bonus commensurate with experience.
• Plenty of time off to keep you balanced.
• Medical benefits with multiple plan offerings, HSA contribution, and Dental and Vision plans.
• A dynamic, talented team, dedicated to changing the world and building an incredible business.
• Onsite and virtual social events to keep us connected in our hybrid work environment
• Headquartered in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails.

This job is posted until filled.