IT Support Specialist

Position Summary:

IT Support Specialist (Tampa)

IT Support Specialists at Deepwatch enjoy working with cutting edge technology and platforms. You will be based out of our Tampa, FL office and will be primarily responsible for help desk ticket management, provisioning new IT equipment, and asset management. The ideal candidate thrives in a fast-paced, technology-centric environment, enjoys challenges with new technologies, streamlining traditional operations, and takes pride in enabling our employees with technology. The technical exposure and ability to learn is unparalleled. 

You will play a key role in the new Tampa Corporate Office. This is a hybrid role with expectation of being on-site 2-3 days/week. Position will report to the IT Manager.  

In this role, you’ll get to:

• Work the day-to-day helpdesk ticket queue, facilitating employee on and off boardings, as well as end user interactions with a focus on delivering great customer service to our employees
• Help to maintain an accurate asset inventory, replace employee assets when needed and work on beta testing the latest technology and software updates
• Provide technical assistance to employees via the helpdesk ticketing system, including break-fix support for day-to-day issues
• Take ownership of tickets through the entire lifecycle from creation to resolution 
• Onboard and offboard employees, which includes prepping hardware, keeping accurate inventory and working with employees during this entire process 
• Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Provision and distribute new and replacement IT assets for employees
• Modify configuration, settings for deployed solutions to meet user requests 
• Provide general support for macOS, Google Workspace, and other business applications
• Create and maintain technical documentation or user walk-through videos on commonly seen issues
• Assist team members with software upgrades and implementations
• Work with other team members to identify ticket trends to implement root cause solutions
• Maintain positive and professional relationships with other employees and approved vendors
• Provide periodic after-hours and weekend assistance for priority issues

To be successful in this role, you’ll need to:

• Possess experience as a help desk or IT support technician or related customer service role
• Be familiar with macOS including support for management, upgrades and deployments in the enterprise 
• Demonstrate experience with Google Workspace (GSuite) administration 
• Stay organized, prioritize incoming requests, and collaborate in a team environment
• Leverage excellent verbal and written communication skills
• Provide customer service and support to internal and external contacts
• Be able to work remotely from a home office when not at a corporate office
• Have a degree in Information Security, Information Technology or a related field or equivalent working experience
• Have experience using JAMF Pro administration for managing macOS assets and automating routine tasks 
• Possess experience with asset management and inventory 
• Be familiar with with single sign-on tools such as Okta and with role-based access controls,  information security best practices (such as least privilege access and phishing) and cloud service providers such as AWS, Azure or GCP
• Have knowledge of the SAML protocol (and how it applies to single sign-on) as well as general productivity tools, such as Adobe, Office, etc

ITAR Compliance

This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:

• A citizen of the U.S.;
• A lawful permanent resident of the United States; 
• A person admitted to the United States as a refugee; or
• A person that has been granted asylum by the United States government.

The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.

Statutory Pay Disclosure:

The salary range for this role is $68,000 to $96,000 +stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.

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