IT Support Specialist

IT Support Specialist Status: Full-Time Non-Exempt | Direct Hire

Pay: $30.00-$32.00 per hour

Location: Remote

We're a fast-growing, fully remote organization on a mission to make a real difference — and we know our people make that possible. As we scale, we're adding a high-ownership, high-impact role to our team. We're seeking a hands-on IT Support Specialist to keep our team working by resolving issues quickly, managing secure access, and supporting key IT projects

About Expressable

Expressable is a virtual speech therapy practice on a mission to transform care delivery and expand access to high-quality services, serving thousands of clients since our inception in late 2019. We are passionate advocates of parent-focused intervention. Our e-learning platform contains thousands of home-based learning modules authored by our clinical team, helping SLPs empower caregivers to integrate speech therapy techniques into their child’s daily life and improve outcomes. Our mission is to set a new standard in speech therapy by making every caregiver a champion of their loved one’s success. We envision a world where everyone can fulfill their communication potential.

What You Would Be Doing

Frontline Support & Service Velocity (primary focus)

- Rapid Issue Resolution: Serve as the first point of contact for employee IT issues across hardware, operating systems, and core applications; resolve routine issues swiftly so the team stays productive.

- Ticket Management: Monitor, triage, and prioritize the support queue; keep tickets moving and communicate clearly with employees on status and resolution.

- Escalation Follow-Through: When a request needs help from Operations, Engineering, People or a vendor, coordinate the handoff and stay with it until it’s fully resolved — owning the outcome, not just the handoff.

- Lockouts & Access Issues: Quickly resolve login, MFA, and lockout problems so employees regain access with minimal disruption.

Identity & Access Administration

- Account Provisioning & Deprovisioning: Create, modify, and disable user accounts across platforms as part of onboarding, offboarding, and role/information changes, following established checklists and workflows.

- Access Changes: Process access and permission changes accurately against defined procedures and approvals.

- MFA Maintenance: Keep multi-factor authentication running smoothly; assist users with enrollment, resets, and device changes.

- User Access Reviews: Carry out routine access audits by working from system-generated flags and account lists, making the required changes in the relevant systems and confirming completion.

- Records & Asset Tracking: Maintain accurate records of accounts, hardware, software, and licenses.

- Security & Compliance: Follows and reinforces security, authentication, access-control, and data-protection procedures when provisioning accounts, granting permissions, and taking other sensitive actions.

Project Support

- SSO Rollout Support: Carry out the hands-on steps of a single sign-on rollout across key platforms (e.g., Stripe, Slack, Zoom, Apple ID, Pearson) — enrolling users, testing access, and supporting people through the transition.

- MDM Migration Support: Support the migration of mobile device management from Rippling to Mosyle by enrolling devices, working through account lists, and assisting users.

- Documentation: Follow and help keep up to date the checklists, runbooks, and usage guides that support a distributed workforce.

- Collaboration: Work with Engineering, Operations, People and other teams to resolve and prevent recurring issues.

What You Bring

- 3–5 years of experience in IT support, help desk, or IT operations; degree or certifications in information technology preferred.

- A track record of high ticket throughput and fast, reliable issue resolution in a support environment.

- Hands-on experience with account administration — provisioning/deprovisioning, access changes, and MFA — across cloud-based platforms.

- Proficiency with MacOS, PC environments, mobile device management (e.g., Rippling, Mosyle, JAMF), and common collaboration platforms (Slack, Zoom, Google Workspace).

- Strong troubleshooting skills across hardware, software, and cloud-based applications in a fully remote environment.

- Excellent communication skills with the ability to support a geographically distributed team.

Core Competencies

- Responsiveness: Acts quickly and keeps the queue moving; people feel well supported.

- Follow-Through: Owns each request to completion, including escalations, without dropping the ball.

- Attention to Detail: Applies access changes and follows checklists precisely and consistently.

- Problem-Solving: Diagnoses common issues effectively and applies practical, known solutions.

- Technical Aptitude: Quickly learns and applies new systems and tools.

- Collaboration: Builds strong working relationships and coordinates smoothly across teams in a remote setting.

- Adaptability: Responds flexibly to changing priorities, technologies, and business needs.

TRAVEL

None

Why Join Us?

- Exceptional paid time off policies that encourage and support life balance, including a winter break

- 401k matching to ensure our staff have what they need to enjoy their retirement

- Health insurance options that ensure well-being for the whole person and their family

- Company paid life, short-term disability, and long-term disability coverage

- A remote work environment that strives for connectivity through professional collaboration and personal connection

Note Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Authorization We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

More about Expressable Expressable values people. From the technology we develop, the services we provide, and the culture we maintain, Expressable cares about the experience of our employees, clients, and prospects. We intentionally create and sustain supportive environments in which everyone - clients, caregivers, speech-language pathologists, and team members - can achieve their highest potential.

We believe that building trusting and collaborative relationships is paramount to delivering quality care so we operate with the highest levels of honesty, transparency, and accountability as individuals and a collaborative team. We believe that transforming therapy happens through the steady and iterative problem solving of an interdisciplinary team.

Expressable is an equal opportunity workplace. We celebrate and embrace diversity and are committed to building a team that represents a broad tapestry of backgrounds, perspectives, and skills.

Expressable is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Expressable will take the steps to ensure people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us at hr@expressable.io.

E-Verify

Federal law requires all employers to verify the identity and employment eligibility of all person hired to work in the United States. Expressable participates in E-Verify.

E-Verify Participation Poster https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

E-Verify Right to Work Poster https://www.everify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf