Remote IT Support Specialist II

Who We Are:

Therabody® is the wellness tech leader with a mission to inspire and enable every body and mind to keep moving. Therabody’s product ecosystem includes category-creating innovations in wellness products, proprietary software, digital content, and biometrics that have proven benefits around alleviating stress and pain and enhancing performance and sleep. Not only is it part of our brand ethos to help others, but we are also defining the cutting edge of wellness technology while winning accolades such as Fast Company’s Brands That Matter, Oprah's Favorite Things 2022 and the TIME Best Inventions 2022 award.

Job Summary:

Therabody Inc. is seeking a proactive, detail-oriented, and experienced IT Support Specialist to join our dynamic IT team. This role is crucial for maintaining our cloud-only Microsoft 365 E5 environment, ensuring seamless operations, and providing exceptional technical support to all end-users. The ideal candidate will have 3 to 5 years of hands-on experience with Jamf Pro, Microsoft Intune, and Microsoft 365 administration, coupled with strong general IT troubleshooting and networking skills. This position will be instrumental in managing endpoint policies, patch management, user lifecycle, and ensuring secure, compliant, and optimized IT operations across both Mac and Windows environments.

Key Responsibilities:

End-User Support & Service Delivery:

◦ Provide expert Tier 1 and Tier 2 technical support for hardware, software, and network-related issues across Mac and Windows platforms.

◦ Resolve assigned IT tickets within Jira Service Management queue accurately, timely, and ensure comprehensive communication and documentation within tickets.

◦ Perform root cause analysis and documentation of recurring problems to improve efficiency and reduce future incidents.

◦ Deliver high-touch IT support to executives, ensuring their technology needs are met promptly and professionally.

◦ Collaborate closely with our managed support team to ensure seamless helpdesk operations, ticket escalation, and resolution, maintaining consistent service levels for end-users.

◦ Key Performance Indicators (KPIs): Meeting established service level agreements (SLAs) for help desk ticket resolution, maintaining high end-user satisfaction scores.

Microsoft 365 E5 & Entra ID Administration:

◦ Administer our Microsoft 365 E5 tenant, including Exchange Online, SharePoint, OneDrive, Teams, and Entra ID.

◦ Manage user accounts, groups (including Entra ID groups), mailboxes, distribution lists, and security groups.

◦ Administer security/permissions and access to specific software according to IT Policy.

◦ Provide end-user support for common M365 issues and escalate as necessary.

Device & Endpoint Management (Intune & Jamf):

◦ Manage Apple devices using Jamf Pro, including, deployment, patch management, and scripting.

◦ Manage Windows through Microsoft Intune, including configuration profiles, and application deployment.

◦ Troubleshoot issues related to device enrollment, profile delivery, and software deployment for both platforms.

◦ Collaborate with the cybersecurity team to ensure device compliance and endpoint protection configurations are in place.

Network Management (Meraki):

◦ Provide support and troubleshooting for networking components, specifically within a Cisco Meraki environment, including switches, firewalls, and wireless access points.

IT Operations & Asset Management:

◦ Onboard new employees, configuring their hardware (PCs and Macs) and accounts, providing initial IT orientation, and training users on core application suites.

◦ Offboard employees, securely revoking access and managing hardware returns.

◦ Maintain and manage IT software and hardware inventory, ensuring accurate records, all devices are operational, and up to date.

◦ Install, configure, and troubleshoot corporate hardware, including laptops, printers, and other network equipment.

◦ Maintain accurate documentation for configurations, assets, and support tickets.

Project Contribution:

◦ Assist on IT projects as needed, as well as manage independent projects assigned, contributing to overall technology life improvements.

◦ Actively contribute to IT team meetings and projects, share knowledge, and drive team success.

Qualifications:

• Experience: 3-5 years of progressive experience in an IT Support Specialist or similar role, preferably in an organization with diverse technology needs.

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

Technical Expertise:

◦ Proven experience in a cloud-only Microsoft 365 E5 tenant environment.

◦ Demonstrable expertise in supporting both Windows PCs and Apple macOS devices.

◦ Hands-on experience with Microsoft Intune and Jamf Pro endpoint management.

◦ Strong understanding and practical experience with Entra) groups, policies, and user administration.

◦ Networking knowledge, specifically with Cisco Meraki switches, firewalls, and wireless access points.

◦ Proficiency with service desk software.

◦ Familiarity with managing software packaging including, Adobe Creative Cloud, Office365.

◦ Certifications (Preferred): CompTIA ITF+, A+, Network+, Security+, or MCP, or equivalent is desirable.

Soft Skills:

◦ Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.

◦ Self-Motivated and able to work on own initiative.

◦ Able to work as part of a team and on an individual basis, to meet operational targets set by management.

◦ Customer-focused with a strong commitment to providing exceptional end-user support.

◦ Ability to prioritize and manage multiple tasks in a fast-paced environment.

Working Conditions:

• This position is primarily on-site at our LA, California office from Monday through Thursday, 9 AM to 5 PM.

• Friday work is typically remote, unless on-site presence is required for specific tasks or emergencies.

$33 - $36 an hour