Senior Information Technology Specialist

About Us At MadCap Software, we’re at the forefront of developing best-in-class software solutions for content creation, collaboration, publishing, management, and analytics & reporting. More than 10,000 leading organizations around the globe rely on MadCap Software’s solutions to create better content experiences for their customers and employees. Come join our awesome Team! Propel Your Professional Growth Every day we refine, iterate, and explore how to make work better for everyone. Join us in creating a better future of work that’s more connected, inclusive and flexible. We offer competitive benefits and compensation plans for our teams in addition to being: Connected: We come together — across time zones, regions, offices and screens. Inclusive: Our teams reflect the rich diversity of our world, with equitable access to opportunity for everyone. Flexible: We believe in the freedom to work when and how you work best, to help us thrive. Position Summary We are looking for a Senior IT Specialist to hold a crucial position at Madcap Software, Inc. The person in this role will assist with Information Technology operations such as managing Microsoft Entra and InTune operations, responding to tickets, compliance-related tasks, security event handling, and a wide breadth of projects. In this position, you will be working and collaborating with other IT professionals, software engineers, and even non-technical team members on a wide-ranging variety of projects. Duties and Responsibilities Administer and continuously improve Microsoft Intune/MDM platform management across macOS, Windows, iOS, Android, and Cloud PC environments, including device compliance, configuration profiles, application packaging, deployment, and lifecycle management. Manage and support identity and access management services, including Microsoft Entra ID, Active Directory, SSO integrations, conditional access policies, MFA, role-based access controls, and access reviews. Monitor, triage, and respond to cybersecurity events using Microsoft Defender and related security tools; coordinate escalation, containment, remediation, and documentation of security incidents as needed. Provide advanced support for internal teams by resolving, prioritizing, or escalating service desk tickets. Troubleshoot remote workforce issues involving workstations, VPN connectivity, endpoint security, Microsoft 365 services, and third-party SaaS applications. Support user onboarding, offboarding, and access rights management, ensuring timely provisioning, deprovisioning, license assignment, and compliance with internal access control procedures. Assist with administration of Azure, AWS, Windows 365 Cloud PCs, and related infrastructure services, including monitoring, maintenance, documentation, and operational support. Manage SaaS application licensing and usage tracking to support cost control, compliance, renewals, and accurate user access records. Support SOC 2 Type II compliance activities by following approved procedures, maintaining required evidence, and helping ensure IT controls are consistently executed. Collaborate with R&D, Technical Support, DevOps, and other internal teams on IT, security, infrastructure, and business systems projects. Assist with uptime monitoring, alert triage, and outage response using tools such as PRTG, Datadog, Grafana, and related monitoring platforms. Collaborate with third-party MSSP partners on security findings, remediation tracking, vulnerability response, and incident follow-up activities. Create and maintain clear technical documentation, system specifications, runbooks, and end-user instructions for IT-managed systems and processes. Assist with employee training and knowledge-sharing related to IT systems, security awareness, standard operating procedures, and approved technology use. Perform other duties and responsibilities as assigned. Required Skills Ability to be proactive, enthusiastic, hardworking, and friendly in a fast-paced environment, with minimal supervision Handle a high volume of requests and projects Excellent verbal and written communication skills 5+ years of experience in similar role and/or experience Having excellent problem-solving skills. Being oriented towards finding solutions to problems is key Experience with ITIL Processes or SOC 2 A working knowledge of the current Microsoft Windows, SSO, SaaS and Linux (preferred) Experience with PowerShell and Python a plus Excellent organizational skills with the ability to prioritize and manage multiple tasks Ability to focus on detailed work for extended periods of time Professional work ethics, and integrity Hourly Range: $34 - $43 per hour Benefits/Perks Work from home Competitive Salary & Annual bonus 100% Employer Paid Medical, Dental and Vision Insurance for Employee Only Coverage Employer Match for 401(k) plan Employer paid short & long term disability and life insurance Flexible PTO Policy + 12 Company paid holidays a year MadCap Software is fully remote, with employees distributed across the US & Canada. We are currently hiring in the following approved *states: California, Colorado, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Maryland, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin. *We reserve the right to change the list of approved states at anytime. In addition to our commitment to equal pay for equal work, MadCap is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.