IT Support Specialist

Responsibilities

• Be the first point of contact for end-users who need technical help, and escalate anything that needs admin or engineering changes.
• Keep end-users updated on the status of their requests.
• Provide friendly and unflappable walk-up and break-fix support for IT-owned systems at HQ, including conference room, AV, kiosk, and shared-space technology.
• Make sure assets ship and come back on time, working with our device lifecycle vendor.
• Help end-users get the most from our tools through one-on-one, small group, and organization-wide training sessions.
• Keep our end-user documentation and IT knowledge base current.
• Spot recurring issues in tickets and recommend improvements.

What You Should Bring With You

• Strong troubleshooting skills, with a desire to get to the root of an issue.
• Experience supporting macOS and Windows devices.
• Familiarity with cloud platforms such as Google Workspace, Slack, Zoom, 1Password, and Atlassian products like Confluence and Jira.
• Familiarity with identity platforms such as Okta, including helping end-users with sign-in and MFA issues.
• Familiarity with conference room and shared-space technology, like Zoom Rooms and Neat devices.
• Understanding of basic networking concepts such as VLANs, subnets, and wireless troubleshooting.
• Familiarity with a ticketing system such as Jira Service Management.
• Comfort using AI tools like Claude and Gemini to speed up day-to-day work.
• Excellent customer service and communication skills, with a habit of treating colleagues like customers.
• Capacity to balance interrupt-driven tasks with planned work.
• 1+ year of professional experience in IT support, help desk, or a related role.
• CompTIA A+, CompTIA Network+, or Jamf Certified Associate - Jamf Pro is a plus.
• An associate's degree or credible panache.

Additional notes

This is an onsite, in-person role at Expel’s HQ in Herndon, Virginia, with the expectation of being onsite

3 to 5 days per week. Applicants must be located within the Washington D.C. metropolitan area.

The base salary range for this role is between $57,000 USD and $82,000 USD, with a target range of $60,000 to $77,000, plus bonus eligibility and equity.

We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.

We're only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.

Salary Range

• $57,000
• $82,000 USD