IT Support Specialist

Your role
As an IT Support Specialist, you will be a client-centric IT professional responsible for overseeing and managing the organization's IT systems and audiovisual (AV) infrastructure for in-office, remote, and global Dialpad employees. You will play a pivotal role in ensuring optimal use of our hardware and software technologies, enhancing system performance, analyzing and troubleshooting technical issues, and assisting our end-users.

To ensure success as an IT Support Specialist, you should possess extensive experience in providing information technology support in a fast-paced environment. This position requires a strong technical background, excellent problem-solving skills, a customer service mindset, and effective communication. The position requires the successful candidate to be in the Tempe office 5 days a week.

If you enjoy tackling complex technological challenges, then our corporate IT team under our Engineering group may be the team for you! We provide creative solutions to help our employees be productive and secure, no matter where they are. We help deliver industry-leading IT services to enable and delight our users.

What you’ll do 

• Provide timely resolution and support to end-users with best-in-class SLAs and less than 2% callbacks.
• Be focused on improving operational efficiency at all levels and in all locations.
• Onboard and train end-users on hardware functionality and software programs.
• Analyze IT requirements and provide objective advice on the use of IT systems.
• Assist with information security, physical security controls, and device security protocols.
• Ensure proper hygiene of system accounts and licenses.
• Be responsible for tracking, managing, and supporting IT assets.
• Be responsible for access management of critical end-user systems.
• Research, install, and configure new equipment and software.
• Manage inventory of equipment, consumables, and other supplies.
• Troubleshoot and resolve IT issues via phone, web, and in-person channels.
• Must have experience working with and managing macOS and Windows devices.
• Must have experience in supporting system and IT audits.
• Timely onboard and offboard employees and contractors.
• This is an in-office role with some hybrid flexibility when approved.
• Manage and maintain the organization’s IT infrastructure, including SaaS applications and office networks.
• Monitor system performance and security; implement proactive measures to optimize operations and defend against cybersecurity threats.
• Conduct regular system audits and develop outage mitigation strategies to ensure business continuity.
• Administer and support end-user platforms such as Google Workspace, Atlassian (JIRA), Okta, Jamf, Microsoft Intune, Zscaler, CrowdStrike, and GitHub.
• Oversee the timely deployment of software and OS updates, endpoint security patches, and system upgrades to maintain compliance with security policies.
• Manage and maintain office network infrastructure (i.e., Cisco Meraki), including configuring firewalls, switches, and wireless access points to ensure secure and reliable connectivity.
• Design, install, and support audiovisual (AV) systems, including video conferencing equipment, projectors, sound systems, and digital displays.
• Troubleshoot AV issues and provide responsive support to users both onsite and remotely.
• Ensure flawless technical execution of company-wide and executive meetings, including live streaming, hybrid video conferencing, and event support.
• Lead IT and AV projects from planning through implementation, ensuring on-time delivery, budget adherence, and high-quality outcomes.
• Coordinate with internal stakeholders and external vendors to define requirements, evaluate tools, and deploy new technologies.

Skills you’ll bring

• A bachelor's degree in computer science, information technology, or similar.
• 5+ years of experience as an IT Support Specialist supporting Mac and Windows operating systems.
• Exceptional ability to provide technical support and resolve queries.
• Strong working knowledge of end-user hardware, operating systems, and productivity platforms across Google Workspace, Microsoft (Intune), and Apple (Jamf) environments.
• In-depth knowledge of computer hardware, software, and networks.
• Ability to determine IT needs and train end-users.
• Proficiency in IT helpdesk software, such as Jira Service Manager, Zendesk or ServiceNow.
• Experience in documenting processes and monitoring performance metrics.
• Project management experience, with the ability to prioritize tasks, manage resources, and deliver projects on schedule.
• Ability to keep up with technical innovation and trends in IT support.
• Experience with audiovisual equipment and technologies, including video conferencing systems, digital signage, and multimedia content creation tools.
• Lead with positive energy, empathy, and customer first mindset.
• Self-motivated with a proactive approach to problem-solving.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Must have completed all core Dialpad product certifications within the first 100 days of tenure.