Senior Specialist of IT Operations, Housecall Pro

• 2+ years of professional experience in IT support, systems administration, or IT operations
• Proficiency in macOS and Windows troubleshooting and administration
• Strong familiarity with Okta and IAM frameworks and standards such as SAML, OAuth, and SCIM
• Understanding of networking concepts such as TCP/IP, DNS, DHCP, VPNs, and VLANs
• Experience leveraging AI or machine learning tools to optimize IT operations (e.g., ticket triage, or knowledge base enhancement)
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex cross-platform issues
• Excellent communication and documentation skills with a focus on customer empathy and technical clarity
• Proven ability to work in a dynamic, fast-changing environment, adapting to shifting priorities and business goals
• Experience mentoring peers and contributing to a culture of continuous improvement
• Bachelor’s degree or equivalent work experience

Desirable

• As a Senior Specialist, IT Operations, you play a critical role in ensuring the seamless functioning, security, and scalability of our technology infrastructure
• This role goes beyond just providing basic support — it involves serving as a point of escalation, driving process improvements, and using automation and AI to enhance the efficiency and impact of the IT Operations team
• As a senior team member, you troubleshoot complex technical issues, support initiatives to improve IT workflows, assist in implementing new systems and processes, and share knowledge to support peer development
• Our team is passionate, empathetic, hardworking, and above all else focused on improving the lives of our service professionals (our Pros)
• Our success is their success
• Provide first-line technical support for hardware (macOS and Windows) and software issues
• Serve as a point of escalation for advanced technical issues, providing guidance and mentorship to IT Specialists and other team members
• Troubleshoot and resolve complex issues involving SaaS tools (e.g., Okta, Google Workspace, Zoom, Slack)
• Support and enhance the onboarding/offboarding processes, ensuring secure and efficient user provisioning through tools like Okta
• Identify opportunities to integrate AI tools into IT workflows, using automation and AI-driven analytics to enhance troubleshooting, ticket triage, and asset management
• Collaborate with the IT team to evolve existing processes and implement new frameworks in response to shifting business needs
• Manage and maintain accurate documentation of procedures, configurations, and system standards
• Coordinate with 3PL vendors and internal teams to manage equipment logistics, inventory, and procurement
• Participate in an on-call rotation to address urgent after-hours support requests
• What will help you succeed:
• Ownership: You take initiative, drive resolution, and proactively identify improvement opportunities
• Detail Oriented: You take pride in noticing the small things and go the extra mile to ensure things are done right
• Collaboration Skills: You work cross-functionally, partnering with internal teams and external vendors to deliver solutions
• Customer-Centric Approach: You deliver outstanding support to all employees, including executives, with professionalism and empathy
• Adaptability: You thrive in a high-growth, rapidly evolving tech environment