IT Support Specialist

Job Description

Job Description

IT Support Specialist

About us:

At Fullbay, our mission is simple — to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently. As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation— for our teams and our customers. Fullbay is the number one cloud-based shop management software for commercial repair shops and is growing fast. This is an exciting opportunity to join a high-performing team and help shape the next phase of growth for the company.

Position Overview:

Fullbay is building its IT and security function from the ground up, and this role is the foundation. As our IT Support Specialist, you'll be the first call for a roughly 200-person hybrid and remote team, keeping a Mac-majority environment running on Google Workspace and Microsoft 365. You'll provision hardware, manage access, and resolve issues, and you'll do it without a local IT team or a walk-up desk behind you.

Just as important, you'll build the systems that make support scalable: ticketing workflows, onboarding and offboarding processes, asset inventory, documentation, and the security hygiene that keeps the company protected. This is a chance to shape how IT works at a growing, PE-backed SaaS company rather than inherit a function that's already fully formed.

The Right Wrench for the Job

In a heavy-duty shop, the person everyone relies on isn't the one with the fanciest diagnostic tools. It's the one who picks up when something breaks, figures it out fast, and writes down the fix so the next tech doesn't have to start from scratch. Out here, nobody is down the hall to flag down. You're the whole service bay.

You're the right fit if you're the kind of IT pro who treats every ticket as a chance to make the next one easier. You're equally at home resetting a MacBook for a new hire, untangling a stubborn SSO issue, and building the runbook that keeps it from happening again. You communicate clearly, you stay calm when someone's blocked, and you can support a distributed team without a walk-up desk or an escalation path behind you.

This isn't the role for someone who needs an established helpdesk, a tidy ticketing system, and a full team to lean on. If you do your best work when the processes are already written and someone else owns the roadmap, this isn't your shop. But if you're energized by building IT from the ground up, enjoy being the person a whole company trusts to keep them moving, and want your fingerprints on the foundation of a growing security function, we'd like to talk.

Primary Duties & Responsibilities:

• Serve as the primary point of contact for employee IT support across a Mac-majority environment, provisioning and troubleshooting hardware, software, and account access
• Administer and support Google Workspace as the core identity and productivity platform, alongside a Microsoft 365 tenant
• Manage user lifecycle tasks: onboarding, offboarding, access provisioning/deprovisioning, and license management across the application portfolio
• Triage, document, and resolve support requests, and help design and maintain the ticketing/workflow process used to track them
• Build and maintain IT documentation: runbooks, SOPs, an asset inventory, and onboarding/offboarding checklists
• Perform basic security hygiene tasks, including endpoint management, MFA enforcement, and access reviews
• Identify recurring issues and propose process or tooling improvements
• Support vendor-facing tasks, such as coordinating with SaaS vendors on account or licensing issues, as part of application governance
• Manage hardware procurement, imaging, shipping, and returns for a fully remote workforce, including tracking assets through their lifecycle
• Maintain and enforce endpoint management/MDM policies (e.g., Jamf, Kandji, or similar) across company devices
• Support SSO configuration and troubleshooting for employees accessing SaaS applications
• Monitor and respond to basic security alerts, escalating as needed to appropriate stakeholders
• Conduct periodic access reviews and license audits across the application portfolio to identify unused or redundant accounts
• Assist with compliance-related documentation and evidence gathering (e.g., for SOC 2 or similar frameworks)
• Track and report on support metrics (ticket volume, resolution time, recurring issue categories) to inform process improvements
• Coordinate device and software patching/update cycles to maintain a consistent security baseline

Minimum Education & Work Experience:

• 4+ years of hands-on IT support experience, with at least some of that at a small or scaling company where you had exposure to building process, not just following it
• Strong, demonstrable experience supporting macOS in a business/enterprise environment (this is a Mac-majority shop)
• Hands-on administration experience with Google Workspace as an identity/productivity platform (user management, groups, security settings, not just end-user use)
• Proven experience managing full user lifecycle: onboarding, offboarding, access provisioning and deprovisioning, license management
• Demonstrated ability to work independently in a fully remote environment — no local IT team, no walk-up desk, no in-person escalation path
• Strong written and verbal communication skills; comfortable being the primary, consistent point of contact for a distributed workforce
• Experience troubleshooting across a mixed hardware/software environment (laptops, SaaS applications, identity/access issues)
• A track record of creating or improving documentation (SOPs, runbooks, knowledge base articles) — even informally

Key Skills and Qualifications:

• Experience administering a Microsoft 365 tenant alongside Google Workspace (we run both)
• Exposure to basic endpoint management/MDM tooling (Jamf, Kandji, Intune, or similar)
• Familiarity with MFA/SSO implementation and enforcement (Okta, Google SSO, Duo, etc.)
• Experience supporting SaaS application governance — vendor management, license audits, access reviews across a large application portfolio (50+ apps)
• Some exposure to compliance or security frameworks (SOC 2, ISO 27001, or similar) — even if you weren't the one driving them
• Experience at a company that runs parallel/legacy and current product platforms, or otherwise supporting users through a system migration
• Relevant certifications (CompTIA A+, Google Workspace Administrator, Microsoft 365 Certified, etc.) — nice to have, not a filter
• Prior experience at a PE-owned or newly-scaling company, where IT/security functions were being built rather than inherited fully-formed

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds. 
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.