- Company Name
- 360Learning
- Job Title
- IT Specialist
- Job Description
-
**Job title**
IT Specialist
**Role Summary**
Provide and optimize internal IT support for a global workforce, ensuring reliable device management, efficient ticket handling, and continuous process improvement. Manage MDM compliance, coordinate onboarding/offboarding, oversee asset inventory, and drive automation initiatives to reduce manual workloads. Collaborate with security, HR, and MSP partners to support incident response and maintain self‑hosted internal applications.
**Expectations**
- 1–3 years of experience in internal IT support or IT operations.
- Deliver measurable improvements in support workflow and response times within the first 3 months.
- Standardize and document IT processes across regions by month 6.
- Lead automation projects (chatbots, scripts) and reduce recurring support issues.
- Act as primary point of contact for IT incidents, working with SOC.
- Maintain high standards of device compliance and OS hardening.
**Key Responsibilities**
- Respond to employee IT support tickets, troubleshooting hardware, software, and network issues.
- Monitor and enforce MDM (Jamf, Intune) compliance; resolve device‑related problems.
- Coordinate full‑cycle employee onboarding/offboarding with MSPs, ensuring procedures are executed on time.
- Maintain inventory accuracy and track asset lifecycle, collaborating with partners and tools.
- Streamline support workflows, implement process improvements, and produce clear documentation.
- Contribute to automation and workflow optimization projects, including internal support chatbot development.
- Manage self‑hosted internal applications: monitoring, maintenance, and infrastructure‑level operations.
- Serve as IT operations liaison during incidents, supporting SOC investigations, containment, and remediation.
- Apply and maintain baseline configurations, support OS upgrades, and enforce consistency across the fleet.
**Required Skills**
- Strong analytical and troubleshooting abilities in a support/operations context.
- Scripting/automation knowledge (Python, Bash, REST APIs) preferred.
- Familiarity with MDM solutions (Jamf, Intune) and macOS/Windows endpoint environments.
- Comfortable with OS upgrades, compliance, and device lifecycle management.
- Experience with remote, asynchronous teams and clear written communication.
- Service‑oriented mindset, strong written and verbal communication in English (US/UK), B2 French or equivalent.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
- Certifications beneficial: CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, Jamf Associate, or similar.