Senior IT Support Specialist

Job Overview

Level Access is a leading SaaS accessibility company. We are seeking a highly motivated and experienced Senior IT Support Specialist to join our team. In this role, you will assist with oversight of the IT support team's daily operations, ensuring the efficient resolution of technical issues and the implementation of IT systems. This role requires both technical expertise and leadership qualities to guide and develop the team while providing exceptional IT support to the organization.

Responsibilities

• Leadership qualities: Lead, mentor, and develop the team, fostering a collaborative and high-performance environment.
• Technical Support: Provide technical support for hardware, software, and other IT issues, ensuring timely and effective resolution.
• Incident Management: Lead and prioritize support tickets, ensuring all incidents are logged, tracked, and resolved within SLA timelines.
• System Administration: Oversee the installation, configuration, and maintenance of IT systems and applications.
• Process Improvement: Continuously evaluate and improve IT support processes, implementing best practices and innovative solutions.
• Documentation: Maintain comprehensive documentation of IT systems, processes, and procedures.
• Training and Development: Deliver training and resources to both IT staff and end-users, promoting IT literacy.
• Vendor Management: Coordinate with external vendors and service providers to ensure quality and timely delivery of IT services and products.

Qualifications

• Education: A Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field is required. Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.
• Experience: At least 5 years of experience in IT support.
• Technical Skills: Proficiency in Windows and Mac operating systems, Intune and JAMF, networking (as a plus), server administration, and common IT support tools.
• Problem-Solving: Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Communication: Excellent verbal and written communication skills, effectively conveying technical information to non-technical users and executives.
• Customer Service: A commitment to providing exceptional customer service and support.
• Project Management: Experience running IT projects.
• Adaptability: Ability to work in a fast-paced, dynamic environment and handle multiple priorities effectively.
• Attention to Detail: High level of accuracy and attention to detail in all tasks and documentation.

Application Process

If you are hardworking and are looking for an opportunity to be a part of a growing SaaS a11y company, we encourage you to apply for this role! This is a full-time salaried position with a competitive benefits package, including medical insurance, unlimited vacations/FTO. Salary is commensurate with experience. Please submit your cover letter and resume in English for immediate consideration!

Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2025, Level Access. All rights reserved.