IT Support Specialist

IT Support Specialist

Department: IT Services and Systems

Employment Type: Full Time

Location: Remote - US

Description

Who We Are: We're builders, entrepreneurs, and problem-solvers who draw our inspiration from the incredible leaders we serve. Nearly 15 years ago, we set out to find a better way to help the country's leading startups navigate the financial hazards that follow their first institutional funding. Today, Propeller's 350+ full-time professionals on three continents are proud to be considered the premier finance and accounting partner to many of the most iconic emerging companies across the CPG, E-commerce, Technology, Crypto, and Professional Services industries. We are more than just an outsourced CFO and accounting provider; we are a growth partner for our clients. With a best-in-class technology platform, coupled with unparalleled data and workflow optimization tools, we give founders the visibility and confidence to make smarter decisions.

Title: IT Support Specialist

Reports To: Senior Director of IT

Location: Remote (In person meetings as needed)

The IT Support Specialist serves as a primary point of contact for end users across the organization, delivering responsive, high-quality technical support while contributing to the day-to-day operations of the IT department. This role handles Tier 1 and Tier 2 support, drives employee onboarding and offboarding, manages IT assets, and helps maintain the documentation and processes that keep our environment running smoothly. The ideal candidate is a strong communicator, a methodical troubleshooter, and someone who takes ownership of issues from first contact through resolution.

Key Responsibilities
• Delivers an exceptional end-user experience through clear communication, responsive follow-through, and strong advocacy for user issues within IT.
• Serves as the first point of contact for end users seeking technical assistance via email, ticketing system, and chat.
• Diagnoses and resolves issues through remote troubleshooting, asking targeted questions to identify root cause.
• Provides Tier 1 and Tier 2 support and manages clean hand-offs to Tier 3 when appropriate.
• Executes employee onboarding and offboarding, including provisioning and deprovisioning of software licenses, accounts, and access; imaging and building machines; and coordinating equipment delivery.
• Administers Microsoft 365 and Entra ID, including user account, license, and group management.
• Supports endpoint management and device enrollment through Intune and Autopilot, including imaging and configuration workflows.
• Supports basic security operations, including MFA and conditional access administration, phishing response, and general security hygiene.
• Maintains IT asset and inventory management for both hardware and software.
• Creates and maintains knowledge base articles and process documentation; identifies and recommends improvements to existing processes.
• Provides feedback on global documentation to ensure efficient, consistent troubleshooting across the team.
• Provides occasional after-hours support for emergencies and planned maintenance (see On-Call below).

Skills, Knowledge and Expertise

Extensive knowledge of :
• Microsoft Windows operating system.
• Microsoft Office 365 and related services.

Working knowledge of :
• Microsoft technology stack, including Active Directory / Entra ID, M365, Azure, and related products.
• Desktop/laptop imaging methodologies (Intune).
• Software packaging, app deployment, and automated software installation (Intune).
• Identity and access management fundamentals, including user lifecycle, licensing, and MFA.
• Remote support / remote access tools.
• A/V conference technology (Microsoft Teams).

Fundamental awareness of:
• Scripting languages (VBScript, PowerShell, etc.).
• Networking fundamentals (TCP/IP, DNS, DHCP).

Education, experience, and skills:
• Associate degree in Computer Science, Information Technology, or related field, and/or 3-5 years of equivalent work experience.
• IT project experience as a major contributor is a plus.
• Must possess personal tact, discretion, and good judgment, with excellent interpersonal, written, and verbal communication skills.
• Problem-solving skills, including the ability to identify and evaluate an appropriate course of action.

DEI Statement: At Propeller Industries, we encourage our employees and our clients to bring their true selves to the organization. We believe that a diverse team enables us to cultivate and improve upon our culture of inclusion and collaboration. As an equal opportunity employer, we welcome the contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran's status, religion, disability, sexual orientation, and beliefs. So however you identify and whatever your background, we encourage you to apply for this role if you share our passion for helping great entrepreneurs build great companies. We look forward to meeting you!


Benefits

Salary range: $50,000 - $60,000 plus benefits and 401k match

Current Benefits Offered: Generous Paid Time Off and Holiday pay, Comprehensive health benefits plus dental, vision, short and long-term disability, and life insurance. HSA contribution, Paid Family Leave, 401k match and Remote Work. We also help you grow in your professional life.