Junior IT Support Specialist (Remote - EST time zone)

Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development. 

The Qualio team is an all-remote, globally distributed workforce with teammates in over ten countries.

Qualio is seeking an IT Support Specialist in the North America region to provide hands-on technical support to employees. In this role, you will be instrumental in the modernization and automation of the complete IT stack. This is a great opportunity to learn and grow your career in a fast-paced startup. To be successful, you should be customer-focused, technically adept, and enjoy working in a fast-paced start-up environment.

As part of our team, your core responsibilities will be: 

• IT support for remote employees focusing North America as a priority, EMEA and APAC
• Ticket queue management (triage, assign, update, resolve, or escalate) and adhere to any established OLAs/SLAs
• Assist with onboarding/off-boarding of employees (i.e., creating new users, removing users, configuring laptops, and conducting day 1 orientation presentations)
• Providing assistance in setting up video conferences and dealing with on-going technical issues.
• Maintain a strict security posture for SaaS apps and end-user devices
• Deployment and administration of hardware, software, and SaaS apps
• Training and assisting on use of tools and technology to meet business needs
• Assisting with creating, updating, and managing documentation of assets, configurations, passwords, processes, etc. and maintaining accurate documentation
• Proactively auditing IT systems and ensuring data privacy and security.

• 1-2 years of IT Desktop Support experience in a startup environment with effective root cause analysis skills
• Prior experience working in remote working a plus
• Experience with macOS; iPhones and Android; Windows
• Working knowledge of cloud-based storage and productivity tools (i.e., Google Workspace, Atlassian etc.)
• Experience with remote management tools like JumpCloud, Okta, JAMF, Intune, etc
• Experience administering web conferencing (Zoom etc.)
• Experience configuring and utilizing ticketing systems (Jira, ZenDesk, Asana etc.)
• Adept at learning new software for Mobile Device Management (MDM) and Remote User Management
• Experience of working independently on projects with minimum supervision

• Competitive salary
• Matching 401k
• Medical, Dental, and Vision Benefits
• Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance
• Unlimited PTO policy
• Company allowance for home office supplies
• 12 weeks paid parental leave
• Opportunity to make a difference through helping life-saving products get to market

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.

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