IT & Security Support Specialist

2-3 years of experience with employees in IT technical support
2+ years experience supporting cross-org systems Okta, Google and Microsoft Office
2 + years of experience with solving hardware, software, permissions, and network issues
Must be a US Citizen due to FedRamp work requirements

Deliver professional global Tier 2 technical support to employees and systems globally
Work as per IT & Security processes and KPIs
Create and improve technical documentation, training materials, and how-to articles to streamline the support process
Identify, automate and document solutions to common issues
Responsible for new employees’ on-boarding setup and orientation
Responsible for employees’ off-boarding process
Collaborate with other cross-org teams or departments to understand, research and resolve problems
Work with vendors and suppliers of physical and virtual assets
Work with on-prem and cloud systems
Support and maintain FedRAMP IT & Security systems, users and permissions

Excellent and proven serviceability skills
Excellent verbal and written communication and interpersonal skills
Ability to prioritize tasks and delegate them when appropriate
Strong analytical and problem-solving skills, ability to troubleshoot issues and summarize
Ability to be patient with non-technical users and simplify processes and procedures
Excellent documentation capabilities
Very high motivation and willingness to continuously learn
High level of independence and time management skills
Team player state of mind, caring about the impact of infrastructure on its users
CompTIA A+ or similar certification is a plus