IT Support Specialist III

What You Will Do:

As an IT Support Specialist at Moveworks, you'll be at the forefront of company-wide growth, ensuring seamless and secure IT operations that empower our teams. Our mission is to supercharge coworker efficiency, resolve technical challenges with innovation, and continuously refine processes. We're driven by the opportunity to enhance company productivity through automation, streamlining workflows, and strategically procuring cutting-edge software and hardware. Even more thrilling, you'll have the chance to work with AI to truly transform and elevate the IT experience. We're also responsible for the administration and optimization of our SaaS infrastructure. As a compact, dynamic team within a rapidly expanding startup, we're always ready to broaden our responsibilities to meet evolving demands, all while consistently delivering exceptional service to our colleagues.

• Keep support inquiries and requests organized and up to date via internal ticketing system (Jira Service Management).
• Push the envelope with AI, and make our product even better by transforming traditional IT support.
• Troubleshoot and resolve complex hardware, software, and networking issues.
• Use a suite of cutting edge tools to automate repetitive manual support tasks.
• Onboarding and off-boarding of new employees, vendors, and contractors.
• Manage user accounts, permissions, and access rights across supported systems.
• Deliver IT and application training to employees, empowering them with the necessary technological resources and expertise to fulfill their responsibilities effectively.
• Provide excellent service to internal clients, ensuring they feel that their problems are understood and addressed quickly, with minimal impact to their productivity.
• Develop and maintain comprehensive documentation, including support workflows, knowledge base articles, and technical guides.
• Identify technological issue trends to proactively prevent problems and develop processes to resolve.
• Provide concise and helpful responses to support requests from all levels of the business.
• Solve problems quickly across multiple platforms like Slack, Okta, Zoom - with minimal downtime for the customer.
• Escalate complex problems to the next level when assistance is required.
• Thrive in an agile environment and be adaptable to work changes that can shift quickly.

What you bring to the table:

• 3+ years of experience in a technical support or customer service environment supporting macOS.
• 3+ years of work experience in first and second level support of systems such as SSO (Okta), GSuite, Atlassian, Slack, MDM (Kandji/Jamf), Zoom, Palo Alto Networks, Global Protect, etc.
• Strong problem solving and troubleshooting skills.
• 5-star customer service mindset.
• Excellent teamwork skills.
• Familiarity with macOS, Windows, Linux, iOS, and Android devices.
• Ability to administer Okta and G-Suite for day-to-day operations
• Experience working with SSO Systems like Okta, OneLogin, etc.
• Ability to independently perform root cause analysis and resolve complex issues related to network, access, and general IT.
• Ability to work independently, handle multiple priorities, and eventually lead your own projects once requirements are determined.
• Experience or involvement with IT projects or large initiatives.
• Proficient understanding of internal and external customer requirements.
• Exceptional communication and interpersonal skills to interact with users at all levels of the business.

Compensation Range: $100,000 - $125,000