About the Role:

The IT Support Specialist is responsible for supporting the organization’s IT landscape from a systems and integrations perspective. Operating remotely, this role focuses on application troubleshooting, API integrations, automation workflows, and user support.

Key Responsibilities:

• Remote Systems Support & Maintenance

  • Resolve support tickets related to software applications, system performance, and security updates.

  • Manage and maintain user accounts, permissions, and access controls across various platforms, including Google Workspace and Microsoft 365.

• Application Integrations & Automation

  • Develop and manage API integrations between business tools (CRM, telephony, scheduling apps) to streamline workflows.

  • Leverage automation platforms like Make.com and Zapier for process optimization and data synchronization.

  • Integrate AI-driven productivity solutions (e.g., Avoma, Fireflies.ai) and ensure compatibility with existing systems.

• User Onboarding, Training & Documentation

  • Provide remote onboarding support, ensuring users have the necessary credentials, system access, and security training.

  • Create and maintain user guides, FAQs, and internal knowledge bases to facilitate self-service support and ongoing learning.

• Tool & Platform Administration

  • Configure and support telephony solutions (RingCentral, Aircall), scheduling tools (Calendly, Acuity), and CRMs (Zoho).

  • Assist with the adoption and integration of tools like GoHighLevel and web-based platforms, applying basic web development knowledge when required.

• Collaboration & Communication

  • Coordinate with the onsite IT team to ensure consistency in processes, standards, and user experiences.

  • Communicate effectively with internal stakeholders to gather requirements, provide updates, and address concerns related to IT systems and integrations.

• Project & Task Management

  • Utilize agile methodologies and sprint-based task management to plan, prioritize, and complete IT projects.

  • Continuously review and refine IT processes to improve efficiency, reliability, and user satisfaction.
    

Requirements:

• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field.

• 2+ years of relevant IT experience.

• Familiarity with operating systems (Windows, macOS) and productivity suites (Google Workspace, Microsoft 365).

• Experience with CRM platforms (e.g., Zoho) and telephony systems.

• Familiarity with integration platforms (Make.com, Zapier) and basic understanding of APIs.

• Strong communication, problem-solving, and organizational skills.

• Basic web development skills (HTML/CSS/JS) are considered a plus.