IT Support Specialist

Join Minted, a fast-growing company, as an IT Support Specialist II. In this role, you will be the go-to expert for our corporate team, providing world-class support and troubleshooting technical issues. You will manage the provisioning of macOS and Windows systems, support audio/visual systems, and collaborate with the remote infrastructure team. The ideal candidate has 1-2 years of experience in technical support, a passion for customer service, and a solid understanding of web concepts and operating systems.

• Proactively triage and troubleshoot technical issues, acting as a vital conduit to the broader IT team to ensure swift resolution.
• Manage high-volume provisioning of macOS and Windows systems via NinjaOne, while leveraging SSO and identity management across Okta and Google Workspace.
• Support company-wide All Hands meetings and work with Audio/Visual systems in a corporate environment (Google Meet, Zoom Rooms).
• Patient, thoughtful, and composed under pressure, with the ability to manage multiple competing priorities simultaneously
• A proactive communicator who effectively identifies, documents, and escalates risks, issues, and scope changes to IT stakeholders
• Experience working with Audio/Visual systems in a corporate environment (Google Meet, Zoom Rooms) and ability to support company-wide All Hands meetings
• Excellent written and verbal communication skills
• 1–2 years of experience in Level 1 technical support within a mixed environment (approx. 70% Mac, 30% PC)
• A genuine passion for delivering an outstanding customer support experience
• Solid understanding of web concepts, including troubleshooting techniques like clearing cache, inspecting elements, and utilizing the browser console
• Hands-on administration experience with Mac OS and Windows OS, Google Workspace, Okta, and NinjaOne (or similar MDM solution)
• General networking knowledge to effectively collaborate with and assist the remote infrastructure team
• Strong attention to detail and a disciplined approach to following established processes and procedures
• Proficiency across standard web browsers (Chrome, Safari, Firefox) on both macOS and Windows platforms.A process-oriented mindset with experience using IT ticketing systems; experience creating documentation (knowledge bases) and automating workflows is a major plus
• A foundational understanding of eCommerce business operations
• Exceptional interpersonal skills coupled with a natural knack for problem-solving
• Availability to work on-site from our San Francisco office on Tuesdays, Wednesdays, and Thursdays
• The ability to work standard daily hours from 9:00 AM to 5:30 PM
• Flexibility to work from home on Mondays and Fridays, with occasional on-site attendance required based on project demands
• Physical ability to safely lift and move equipment up to 50 pounds