IT Support Specialist

Join our team as an IT Support Specialist in Toronto. In this high-volume, user-facing role, you'll support our IT infrastructure, manage access across over 40 SaaS applications, and troubleshoot various technology issues. Your responsibilities will include managing identity and access, troubleshooting authentication issues, supporting Mac users, creating and maintaining documentation, collaborating with other teams, managing the daily ticket queue, and providing basic AV support for company events.

Gérer l'identité et l'accès à travers Okta, Google Workspace, 1Password et plus de 40 applications SaaS.

Responsibilities

• Traiter les problèmes d'authentification, y compris les réinitialisations de mot de passe, la configuration MFA, la récupération de perte de téléphone.
• Collaborer avec DevOps sur les autorisations AWS, la sécurité sur les examens des fournisseurs et les RH sur les flux de travail d'intégration et de désengagement.

Ability to create clear technical documentation and runbooks

• Comfort using company approved AI tools to support research, troubleshooting, and documentation while following company guidelines
• Remote user support experience and the ability to prioritize requests in a busy environment
• Basic AV knowledge and comfort helping set up and troubleshoot audio, video, and conferencing equipment for the company all hands

Requirements

• At least two years supporting Mac users in an MDM environment such as Kandji, Jamf, or a similar tool
• Patience and an interest in explaining technical concepts clearly to non technical users
• At least two years in IT support or a help desk role. Experience with a high volume ticket queue is an asset
• At least one year of hands-on experience supporting Okta tasks such as app provisioning, user management, or MFA troubleshooting
• Experience using Jira or a similar service management platform to manage tickets, permissions, or workflows
• Ability to work a hybrid schedule, working from home Monday and Friday and in the Toronto office Tuesday through Thursday
• Familiarity with SaaS tools for identity, collaboration, and business operations
• Clear written communication skills and the ability to support non technical users through Slack
• A practical troubleshooting approach, including knowing when to research, resolve, or escalate an issue
• Vendor management experience, including license renewals and support escalations
• Security compliance awareness, including SOC II or vendor security reviews
• Auth0 experience for system admin account provisioning

Preferred

• Experience in a startup or other fast paced environment
• Examples of process improvement or automation
• Experience supporting integrations between SaaS applications, including webhooks, APIs, or SSO and SAML
• Salesforce administration or Connected Apps troubleshooting
• Experience with Heap, Gong, Gainsight, or Windmill provisioning workflows