Sr IT Specialist

Position Summary

The IT Support Specialist is a member of the IT team responsible for providing exceptional customer service to our internal colleagues and our external partners, clients, and vendors; supporting the internal helpdesk, office operations, and business processes; and enhancing our internal IT support through excellent communication, documentation, and problem-solving skills. 

All applicants must live in the US and much be authorized to work in the US. This role will be hybrid, minimum 2 days/week in our Franklin, TN office.

Essential Duties and Responsibilities

• Provide excellent customer service  

• Demonstrate a high-level understanding of systems operations to inform strategic department goals and decision-making. 

• Manage Windows, macOS and iOS endpoint devices including provisioning, and ongoing management/support. 

• Use MS Entra, MS Intune, MS Defender, Jamf Pro and Jamf Protect to manage our endpoints and MS365 environment, including policy creation, policy review, policy refinement., enhancement recommendations and compliance reporting. 

• Implement and enforce security protocols tailored to each OS to protect company data and infrastructure. 

• Take initiative to visualize, plan and execute IT initiatives ensuring the smooth operations and growth of the business.  Examples could include developing conditional access policies, VPN configuration, Lirio Mobile Device upgrades, new product assimilation and launch, etc. Communicate needs and results with collaborators and stakeholders. 

• Ensure proper and timely resolution of Service Desk issues. 

• Manage office network infrastructure and solution including, Meraki firewall policy creation and management, firewall monitoring and compliance reporting, and configuration and administration of WiFi access points. 

• Maintain and support varied business SaaS applications, such as Office365, Zoom, Slack, HubSpot, Smartsheet, etc. 

• Work collaboratively with other IT, Security and Compliance team members supporting IT services, as well as Security and Compliance needs. 

• Effectively manage Onboarding/Offboarding/Access Requests. 

• Support communication and collaboration tools. 

• Maintain backup and recovery solutions. 

• Experience with Incident tracking, management and resolution. 

• Maintain accurate and current documentation for hardware and software configurations specific to macOS, Windows, and iOS.  

• Manage inventory and asset lifecycle with experience in asset disposition and disposal. 

• Author and curate, IT technical documentation and end-user knowledge base solutions. 

• Maintain and support office A/V equipment. 

• Support recurring compliance auditing
• Perform other duties as assigned

Education and Experience

• Bachelor's degree in Computer Science or related field
• 7-10 years experience in a related role, ideally within a tech or SaaS-focused company, supporting macOS, Windows, and iOS.
• Healthcare, Finance, or other regulated industry
• Customer service experience in a technical role 

System Experience

*JAMF experience a must-have*

Microsoft Windows, macOS, iOS, Entra, Microsoft 365, SharePoint, Exchange, Jamf, Intune/Endpoint, MS Defender, PowerAutomate, Microsoft Forms, SharePoint, Powershell, Jira Service Management, Meraki, Confluence, Slack, Zoom, Bitwarden, Code42, Smartsheet, Datto Backupify 

A+, Network +, Security +, Cisco, Apple, Microsoft, cloud certifications, ITIL 

Benefits

• Medical (HSA available) 
• Dental 
• Vision 
• Short-term & long-term disability (company-paid) 
• Life & AD&D (company-paid) 
• 401K with company match 
• 10 paid holidays + holiday week company closure 
• Flexible time off policy 
• Hybrid work schedule
• Job Salary Range: $85,000- $100,000