IT Specialist, Doma

• Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands-on technical work
• Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting
• Ability to diagnose issues methodically, explain next steps in plain language, and confirm that the solution meets the employee's need
• A service-oriented approach marked by empathy, patience, professionalism, and respect for people with different levels of technical experience
• Clear written and verbal communication, including accurate ticket notes and concise user-facing instructions
• Sound judgment when prioritizing work, protecting confidential information, following procedures, and deciding when to escalate
• Curiosity, adaptability, and an interest in building skills in automation, information security, and modern IT operations

Desirable

• This is a contract 40-hour/week position
• Doma Technology is looking for an IT Specialist to provide responsive, thoughtful support to employees across our technology environment
• This early-career role is primarily responsible for Tier 1 requests and incidents, with opportunities to assist with selected Tier 2 work under guidance
• You will help employees stay productive from onboarding through offboarding, document what you learn, and escalate complex or high-impact issues through defined paths
• This is a development-focused opportunity for someone with approximately one to two years of experience who wants to build a strong foundation in IT operations
• You will receive structured training and hands-on mentoring, gain exposure to Information Technology and Cybersecurity, and learn to work within an evolving support model that includes new AI-enabled automations
• Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone
• Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access
• Assist with selected Tier 2 issues under the guidance of experienced team members, documenting the diagnosis and outcome
• Assess impact and urgency, work within service expectations, and keep employees informed through clear and timely updates
• Escalate unresolved, high-impact, or security-sensitive issues through defined paths to IT leadership and the appropriate Security, Engineering, or managed service resources
• Provide courteous, patient, and discreet support to employees at every level, including executives and other users handling sensitive information
• Support onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day-one readiness
• Complete assigned offboarding tasks promptly, including approved account actions, asset recovery, and license reclamation
• Fulfill approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes
• Track equipment assignments, returns, shipments, and device reimaging in Snipe-IT or the designated asset management system
• Partner with Human Resources, IT leadership, and business teams to maintain accurate records and a clear audit trail for access changes
• Participate in structured cross-training with the Cybersecurity Team to build practical knowledge of security operations and controls
• Follow access governance, change control, data handling, and incident escalation procedures in every support interaction
• Recognize and report suspicious activity, including phishing, unusual access behavior, and potentially compromised devices, using established procedures
• As training and proficiency grow, provide documented coverage across IT Operations and Information Security when additional support is needed, while remaining within established responsibilities and escalation boundaries
• Record troubleshooting steps, decisions, and resolutions in the ITSM so work can be understood, measured, and repeated
• Create and maintain knowledge articles, FAQs, and quick guides that help employees and support teammates resolve common issues
• Use approved AI-enabled automations across support workflows, reviewing outputs for accuracy, security, and appropriate handling before acting on them
• Identify repetitive work that may be suitable for self-service or automation and share practical feedback as new workflows are introduced
• Participate in service reviews, share recurring issue patterns, and recommend improvements that strengthen employee support and operational readiness
• The IT Operations team will provide structured training, hands-on mentoring, and opportunities to pursue relevant IT certifications
• You will learn alongside experienced colleagues, gain broader exposure through cross-training with Information Security and Cybersecurity, and take on more complex support work as your skills develop
• Joining now also offers the chance to grow with Doma Technology's evolving support model as we introduce new processes, AI-enabled automations, and service capabilities
• The role is designed to help you build confidence, sound technical judgment, and a strong foundation for continued growth in IT