IT Support Specialist, Flex

• The ideal candidate is a strong technical generalist with a service-delivery mindset, comfortable working in a high-volume ticket environment, and disciplined about doing sensitive access changes right the first time
• 1–3 years in an IT support, help desk, or technical CS/support operations role
• Hands-on experience with account provisioning and access management: onboarding, offboarding, password resets, and permission changes
• Working knowledge of macOS (primary), Windows, iOS, and Android in a business environment
• Experience with Google Workspace administration at the user level (account management, group membership, drive sharing)
• Comfort working in ticketing platforms (Jira Service Management preferred; Zendesk experience a plus) and adhering to defined SLAs
• Strong attention to detail and process discipline. This role handles sensitive access changes that need to be done right the first time
• Comfortable working directly with a technical IT team and translating between end-user, CS, and IT contexts
• Strong written communication for chat and ticket-based support; ability to translate technical issues into plain language
• Ability to work independently against documented procedures and escalate appropriately when unclear
• AI-forward mindset; comfortable using AI tools to work faster on drafting, summarization, and routine configuration while verifying accuracy against SOPs and system data

Desirable

• Flex is in search for IT Support contractors to serve as the front line for tier 1 & 2 IT requests for our Customer Success organization
• This is a contract role that will have hands-on execution against documented procedures, with an emphasis on account provisioning, access management, and rapid troubleshooting
• The role sits within the IT function and reports to the IT Manager, and works in close partnership with the CS Tools & Technology team on tool-level escalations and cross-functional workflows
• Own tier 1 & 2 IT support for the CS organization: account provisioning, access upgrades, password resets, MFA and SSO issues, and general troubleshooting. Resolving directly or escalating with clean context to senior IT staff
• Execute CS agent onboarding and offboarding against established runbooks, including account creation, group and role assignments, hardware and tooling access, and clean deprovisioning on separation
• Serve as the day-to-day IT point of contact for the CS org, keeping account and access requests moving without needing manager involvement
• Support CS IT help desk requests via Slack, Zoom, phone, and in-person on hardware, software, account, and connectivity issues
• Handle user-level administration for Google Workspace, Slack, Jira, and Confluence. Including but not limited to account creation, group membership, permission changes, and license assignment
• Partner with the CS Tools & Technology team on Zendesk, Amazon Connect, and CSAT tool issues that require IT-side access or account intervention, escalating tool configuration work to their team
• Triage and resolve tickets, keep the queue clean, and meet defined SLAs
• Identify recurring, repetitive requests (onboarding, access changes, common resets) and propose lightweight automations using tools like Zapier or Superblocks to reduce manual handling
• Document and maintain SOPs and runbooks in Notion for IT support processes affecting BPO and CS, so the process stays consistent as request volume scales
• Escalate cleanly on issues outside documented scope, and flag documentation gaps or recurring pain points to the IT Manager
• Reports to: IT Manager
• Partners with: CS Tools & Technology team on tool-adjacent work
• Type: Contract (W2)
• Duration: Initial engagement of 6 months with possibility of extension based on business need and performance
• Hours: 30+/week during standard business hours (ET)