IT Support Specialist II (Remote, US)

Job Details We’re looking for an experienced and proactive IT Support Specialist II (EDT, MST, CST timezones preferred) to join our team. In this mid-level role, you’ll be instrumental in managing our IT infrastructure, resolving complex technical issues, and guiding junior team members. You’ll take ownership of technical challenges, contribute to the improvement of IT processes, and collaborate with other teams to ensure our IT operations are efficient and effective. Key Responsibilities Provide advanced technical support to end‑users, serving as an escalation point for hardware, software, and technology issues that require in‑depth troubleshooting and analysis. Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems. Administer and maintain IT infrastructure, including user account management, access control, and other critical systems. Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness. Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team. Provide training and guidance to end‑users and junior team members on best practices and the use of various hardware and software applications. Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions. Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software. Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools. Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends. Effectively communicate technical solutions to both technical and non‑technical stakeholders, actively listening to others and ensuring you are understood. Requirements Education: Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications. Experience: 3‑5 years of experience in an IT support role. Technical Acumen In‑depth understanding of hardware, software, and IT environments. Proven experience in advanced troubleshooting and problem resolution. Strong understanding of networking concepts. Knowledge of administering and maintaining IT infrastructure including Okta and Google Workspace. Proficiency in macOS and Windows environments. Awareness of scripting languages, no‑code automation tools, and infrastructure as code technologies. Ability to implement IT best practices and processes. Core Competencies Customer Service: A strong commitment to providing prompt and effective support to end‑users with a patient and empathetic approach. Communication Skills: Communicates clearly and concisely with both technical and non‑technical stakeholders, actively listening and ensuring you are understood. Documentation: Creates and maintains comprehensive documentation for IT infrastructure and processes, sharing knowledge with the team. Process Improvement: Proactively identifies opportunities to enhance IT support processes and implements solutions to increase efficiency. Proactive Learning: A strong desire to learn and expand your technical knowledge. Collaborative Problem‑Solving: Acts as a resource for troubleshooting across the organization, working with other IT teams to address complex issues. Location This is a remote position with candidates in the Central, Mountain, and Eastern time zones preferred, with the ability to flex hours as needed. Visa Sponsorship At this time, we are unable to provide visa sponsorship for this position, now or in the future. Compensation & Benefits Below is the budgeted salary range for this position. Actual compensation will be determined based on the successful candidate’s experience and skills. Budgeted Salary Range: $68,000 – $81,000 USD Full Salary Range: $64,000 – $106,500 USD Remote‑First Culture – We supported remote life long before it was a given. Competitive Salary & Equity Comprehensive Medical, Dental, and Vision Plan Offerings Life and disability coverage including voluntary options Parental Leave – up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements Birthing parents may be eligible for additional leave through STD 401(k) Company Contribution – Openly contributes 3% of the employee’s gross income, even if the employee does not contribute. Work‑from‑home stipend – We provide a $1,500 allowance to spend on setting up your home workplace Annual Professional Development Fund – Each employee has $2,000 in professional development funds to spend on activities or resources annually. Be Well Program – Employees receive $50 per month to use towards overall well‑being Paid Volunteer Service Hours Referral Program and Rewards Depending on position, employees generally are eligible for cash incentive compensation, including commissions for sales‑eligible roles. Eligibility for compensation and benefits is subject to applicable plan and policy terms in effect from time to time. Equal Opportunity & EEO Statement U.S. Citizens, Green Card Holders, and those authorized to work in the U.S. for any employer and currently residing in the U.S. will be considered. Openly is committed to equal employment opportunity and non‑discrimination for all employees and qualified applicants without regard to a person’s race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Openly is an E‑Verify Employer in the United States. Openly will make reasonable accommodations for qualified individuals with known disabilities under applicable law. We strive to provide an exceptional applicant and candidate journey when you engage with us. In an effort to respond to applicants in a timely manner, we leverage AI to organize applications and resumes based on required and applicable skills and experience. To allow our applicants to drive their initial interview experience with us, we may leverage an AI‑supported scheduling tool so you can choose when to meet with our team. While AI assists with efficiency, all hiring decisions are made by our team members. Rest assured, your data is protected according to privacy laws and company policies. #J-18808-Ljbffr Remote Jobs