IT Support Specialist, BuildOps

• At least one year of hands-on experience supporting Okta tasks such as app provisioning, user management, or MFA troubleshooting
• At least two years supporting Mac users in an MDM environment such as Kandji, Jamf, or a similar tool
• Experience using Jira or a similar service management platform to manage tickets, permissions, or workflows
• At least two years in IT support or a help desk role. Experience with a high volume ticket queue is an asset
• Familiarity with SaaS tools for identity, collaboration, and business operations
• Comfort using company approved AI tools to support research, troubleshooting, and documentation while following company guidelines
• Basic AV knowledge and comfort helping set up and troubleshoot audio, video, and conferencing equipment for the company all hands
• Clear written communication skills and the ability to support non technical users through Slack
• Ability to create clear technical documentation and runbooks
• A practical troubleshooting approach, including knowing when to research, resolve, or escalate an issue
• Remote user support experience and the ability to prioritize requests in a busy environment
• Patience and an interest in explaining technical concepts clearly to non technical users
• Ability to work a hybrid schedule, working from home Monday and Friday and in the Toronto office Tuesday through Thursday

Desirable

• Based in Toronto, this role helps keep our employees productive by supporting our IT infrastructure and resolving day to day technology issues
• You'll handle 15 to 25 support tickets daily, help manage access across more than 40 SaaS applications, and troubleshoot issues ranging from authentication to application integrations. This is a high volume, user facing role that calls for sound judgment, clear communication, and strong documentation
• Manage identity and access across Okta, Google Workspace, 1Password, and more than 40 SaaS applications. This is about 40 percent of daily work
• Provision system admin accounts, Okta apps, vault access, and multi step tools such as Heap, Gong, and Windmill
• Troubleshoot authentication issues including password resets, MFA setup, phone loss recovery, and account lockouts
• Resolve integration issues with Salesforce Connected Apps, Greenhouse SSO, and browser compatibility
• Support Mac users through Iru MDM, including hardware troubleshooting, device setup, and SOC II compliance requirements
• Create and maintain documentation, including runbooks, troubleshooting guides, and process improvements
• Collaborate with DevOps on AWS permissions, Security on vendor reviews, and HR on onboarding and offboarding workflows
• Manage the daily ticket queue through Slack and Jira Service Management, prioritizing requests and escalating issues when needed
• Provide basic AV support for company all hands, including setup and troubleshooting of microphones, speakers, cameras, displays, and conferencing equipment