IT Support Specialist

IT Support Specialist

Our Corporate IT team keeps Priceline employees productive by delivering reliable endpoint support, collaboration technology, and office technology operations across critical workflows. This role is designed as a senior individual contributor position for someone who can independently lead technical support efforts, coordinate cross-functional issue resolution, and raise the bar on service quality across device, room, and access-related operations.

Why this job's a big deal:

As an IT Support Specialist, you'll play a critical role in ensuring Priceline employees have the technology, tools, and support they need to work effectively. You'll take ownership of complex technical issues across endpoint devices, collaboration technology, conference rooms, access, and employee productivity platforms.

This role goes beyond traditional ticket-based support. You'll lead technical support initiatives, coordinate work across internal teams and external vendors, troubleshoot high-impact issues, and identify opportunities to improve the reliability and scalability of Corporate IT services.

You'll also provide high-touch support to executive and VIP stakeholders, bringing strong technical judgment, urgency, discretion, and a service-oriented approach to high-visibility situations.

In this role you will get to:

• Lead complex IT support initiatives involving endpoint deployments, device swaps, office technology migrations, and employee readiness activities, coordinating internal stakeholders and external vendors to ensure smooth execution.
• Own advanced troubleshooting and remediation for conference room, Zoom Room, display, and collaboration technology issues, with a focus on restoring service quickly, identifying repeatable fixes, and improving long-term reliability.
• Serve as a senior escalation point for employee-facing IT issues across hardware, room systems, peripherals, workstation readiness, Google Workspace, and collaboration tooling.
• Provide white-glove support to C-level executives, executive assistants, and other VIP stakeholders, including urgent issues, high-visibility meetings, and critical events.
• Support and improve onboarding, access, and provisioning workflows by partnering with internal operations teams on laptop builds, application access, MFA enrollment, and related user enablement processes.
• Deliver end-user enablement by creating clear support guidance, process documentation, and practical training for common tools and workflows.
• Coordinate hands-on technical work across local support coverage and remote stakeholders, ensuring projects move forward even when dependencies span multiple teams or vendors.
• Identify opportunities to standardize support processes, improve documentation, and increase operational efficiency across Corporate IT services and collaboration environments.
• Partner with internal teams and vendors to troubleshoot and resolve issues across endpoint, identity, collaboration, and office technology environments.
• Help improve the stability and scalability of employee technology services through proactive problem-solving, process improvement, and knowledge sharing.

Who you are:

• You have significant hands-on experience in IT support, endpoint operations, and employee technology services.
• You are comfortable owning technical issues end-to-end, from intake and diagnosis through coordination, remediation, communication, and follow-through.
• You have experience supporting collaboration technologies, including conference room systems, displays, peripherals, meeting room platforms, and core productivity tools.
• You are confident in supporting or escalating issues across platforms such as Google Workspace, Zoom, Zoom Rooms, Slack, Jira, Confluence, Okta, and related employee productivity services.
• You can manage technical work across multiple parties, including vendors, internal support teams, engineering partners, executive assistants, and business stakeholders.
• You bring sound judgment, urgency, discretion, and a strong service mindset to employee-facing technology support.
• You are proactive about improving repeatable workflows rather than only reacting to tickets and individual incidents.
• You communicate clearly, document thoroughly, and can translate technical issues into practical guidance for end users.
• You are comfortable operating in high-visibility environments where executive time, meeting readiness, and confidentiality matter.
• You are a self-directed problem solver who can operate with limited day-to-day oversight while managing multiple competing priorities.

Preferred qualifications:

• Experience providing white-glove support to C-level executives, executive admins, or other VIP stakeholders in high-visibility, time-sensitive environments.
• Experience supporting office AV, boardroom technology, Zoom, or Zoom Room environments, including live troubleshooting for executive meetings and critical events.
• Experience with Google Workspace administration, support, or escalation handling.
• Experience with identity and access workflows in platforms such as Okta, including MFA enrollment, account provisioning, and group-based access requests.
• Experience supporting collaboration and productivity platforms, including Slack, Jira, Confluence, and enterprise AI tools.
• Experience with endpoint deployment or lifecycle processes such as laptop builds, device replacements, and technical cutovers.
• Experience creating end-user documentation, support guides, or lightweight training materials.
• Experience working in a fast-paced corporate environment with a mix of on-site and remote support responsibilities.
• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
• Unquestionable integrity and ethics is essential.

Key technology environment:

• End-user devices and operating systems: Mac, Windows, iOS, Android
• Collaboration, ticketing, and productivity: Jira Service Management, Google Workspace, Slack, Zoom, Zoom Rooms, Jira, Confluence
• Identity and access: Okta
• Employee AI tools and enablement: Glean, Gemini, Claude, ChatGPT Enterprise
• Endpoint and room support: Laptops, peripherals, conference room AV, displays, controllers, Zoom appliances, Logitech room systems, and collaboration hardware

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is $65,000- $80,000K USD.