IT Support Specialist (L1/L2)

Department: Operations, with close coordination with the Security/GRC team on Zero Trust, device management, and access-control initiatives

Location: Remote

Employment type: Full-time

About the Role

This role is the company-wide first and second point of contact for internal technical support, and the operational administrator of Google Workspace. Day-to-day work is focused on proactive platform administration and recurring access/security auditing, along with reactive ticket support for software, hardware, and configuration issues.

The role supports all departments at the company and plays a key part in ongoing initiatives such as MDM management, Zero Trust access controls, and the company's broader Secure Operations Program.

What You'll Do

L1 — Day-to-Day Support

• Serve as the first point of contact for internal support requests across the company (email / Slack / ticketing tool)
• Triage, log, and track tickets; escalate appropriately when issues exceed L1 scope
• Password resets, account unlocks, and basic access requests
• Software installation and configuration support
• Hardware support: setup and troubleshooting for laptops and peripherals
• Support for email, Calendar, Drive, and Meet issues
• First-line support for questions and issues related to the internal portal (navigation, common issues, access)
• Onboarding and offboarding of user accounts, groups, and organizational units
• Maintain and update internal documentation and SOPs / knowledge base

L2 — Advanced Support & Platform Administration

• Deeper troubleshooting of connectivity, SSO / Firebase Auth, and integrations (Slack and related tools)
• Manage the company's MDM platform — enrollment, policy configuration, and device compliance
• Coordinate hardware asset tracking and lifecycle (assignment, returns, and repair/replacement requests through the vendor platform)
• Provide first-level support on security-related incidents, coordinating with the Security/GRC team when needed
• Continuously improve internal processes, automation, and technical documentation

Google Workspace Administration

• Manage users, groups, and organizational units in the Admin Console
• Configure and maintain security policies: 2-factor authentication, external sharing rules, basic DLP settings
• Maintain ongoing security hardening of the Workspace environment against baseline configurations
• Review spam, phishing, and quarantine reports, and adjust filtering rules as needed
• Administer core services: Gmail, Drive, Calendar, Meet, and Chat
• Support the company's device-restricted login initiative (Workspace access limited to corporate devices)
• Produce periodic usage, access, and audit reports from the Admin Console

Proactive Configuration & Recurring Auditing

• Proactive account and access configuration (provisioning, permissions, organizational structure)
• Recurring audits of user access, device compliance, and security policy adherence
• Supporting cross-functional initiatives tied to the Secure Operations Program

What You Bring

Required

• 2–4 years of experience in IT support, ideally already covering both L1 and some L2 responsibilities
• Hands-on experience administering Google Workspace
• Experience with at least one MDM platform (e.g., JumpCloud, Intune, Kandji, or similar)
• Working knowledge of SSO and Zero Trust access concepts
• Strong documentation habits and ability to work autonomously in a small, distributed team environment
• Awareness of handling sensitive data responsibly, given the company's regulated environment (HIPAA / PHI context) — deep expertise not required, but sound judgment is
• Clear written and verbal communication in English

Nice to have

• Fluent in written and oral Spanish in addition to English
• Associate Google Workspace Administrator certification (Google Cloud)
• Prior experience supporting a company-wide user base

What We Offer

• $70,000 – $80,000 annually depending on experience
• Medical
• Dental
• Fully remote