Job Description

IT Support Specialist

We are seeking a skilled IT Support Specialist to manage day-to-day IT operations, support end-users, and maintain critical tool integrations within Client's technology environment. This role is key to ensuring seamless collaboration, system reliability, and alignment with Banyan's overarching security, compliance, and productivity standards.

Key Responsibilities

1. User Support & Productivity Tools

• Manage Office 365 environment including Exchange, Teams, and Multi-Factor Authentication (MFA)
• Provide frontline technical support for productivity-related issues and user inquiries

2. Endpoint & Device Management

• Monitor and respond to endpoint alerts via EDR tools and Microsoft Intune
• Ensure compliance with mobile device policies and maintain Apple Push Certificates

3. Infrastructure Support

• Support Microsoft Azure development environments
• Manage storage provisioning and access control settings

4. Security & Compliance

• Assist with ongoing compliance initiatives related to SOC 2, HIPAA, and GDPR through Vanta
• Monitor system vulnerabilities using Datadog and support timely remediation

5. Tool Administration

• Maintain essential platforms including:
• LastPass for password management
• Aircall for VoIP services
• Gong.io for sales call recording
• Userflow for user onboarding
• Support the deprecation of legacy systems (e.g., ConnectWise, phishing simulators) and transition to Banyan-approved alternatives

6. IT Operations & Service Desk

• Manage and resolve support tickets using Banyan's SolarWinds Service Desk
• Collaborate with Banyan HQ for SOC tooling and security awareness initiatives, including Coalition training

Engagement Model

• Location: Remote
• Schedule: Full-time, standard business hours with occasional on-call or after-hours support
• Success Metrics:
• SLA adherence for support ticket resolution
• User satisfaction ratings
• Security and compliance KPI performance

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