IT Support Specialist

ABOUT ONEBRIEF Onebrief is collaboration and AI-powered workflow software designed specifically for military staffs. By transforming this work, Onebrief makes the staff as a whole superhuman - meaning faster, smarter, and more efficient. We take ownership, seek excellence, and play to win with the seriousness and camaraderie of an Olympic team. Onebrief operates as an all-remote company, though many of our employees work alongside our customers at military commands around the world. Founded in 2019 by a group of experienced planners, today, Onebrief’s team spans veterans from all forces and global organizations, and technologists from leading-edge software companies. We’ve raised $320m+ from top-tier investors, including Battery Ventures, General Catalyst, Sapphire Ventures, Insight Partners, and Human Capital, and today, Onebrief is valued at $2.15B. With this continued growth, Onebrief is able to make an impact where it matters most. ABOUT THE ROLE As an IT Support Specialist, you will be a crucial member of our IT department, providing technical support and assistance to ensure smooth and efficient IT operations. You will be responsible for troubleshooting hardware, software, conducting system maintenance, managing IT equipment, and assisting users with IT issues. The ideal candidate is someone experienced with IT help desk or system administration with excellent communications, and a strong desire to learn. WHAT YOU’LL DO - Own onboarding and offboarding operations: Coordinate employee onboarding and offboarding activities, including account provisioning, access management, hardware deployment, recovery, and documentation updates. - Manage the hardware lifecycle: Track, maintain, deploy, recover, and replace company hardware while ensuring asset records remain accurate and up to date. - Tier 1 IT support: Serve as the first point of contact for IT support requests, troubleshooting user issues across devices, applications, accounts, and collaboration tools. Escalate complex issues to senior IT staff when appropriate. - Documentation ownership: Create, maintain, and improve IT how-to guides, knowledge base articles, standard operating procedures, and internal support documentation. - Application access and activity audits: Assist with periodic reviews of user access, application activity, and access recertification efforts to support security and compliance requirements. - Legal hold process support: Act as a point of contact for legal hold processes, coordinating with stakeholders to ensure devices, accounts, and data are preserved according to company procedures. - Expense and procurement administration: Process and reconcile IT-related receipts and purchases through Brex while maintaining appropriate records and documentation. - Support Jira administration: Assist with Jira configuration changes, user requests, workflow updates, and ongoing platform maintenance. - IT communications: Draft and distribute end-user communications regarding IT changes, outages, maintenance activities, new tools, and process updates. WHAT WE LOOK FOR Required Qualifications: - 1+ years of experience in an IT support, help desk, IT operations, or systems administration role. - Strong troubleshooting skills across hardware, operating systems, SaaS applications, user accounts, and common workplace technology. - Strong written and verbal communication skills with the ability to create clear documentation and communicate technical concepts to non-technical users. - Strong organizational skills with the ability to manage multiple priorities and follow established processes. - Ability to work standard Eastern Time (EST/ET) business hours and collaborate effectively with a distributed team. - U.S. Citizenship. - Ability to travel up to 10% of the time. Preferred Qualifications: - Experience supporting employee onboarding and offboarding processes, hardware deployment, and IT asset management. - Experience administering or supporting Jira, Google Works