Senior IT Support Specialist

The Senior IT Support Specialist provides advanced technical support and serves as an escalation resource across all Colossal locations. This role is responsible for resolving complex technical issues maintaining core IT systems and ensuring the stability and reliability of the organizations technology environment.

In addition to day-to-day operational support the Senior IT Support Specialist contributes to infrastructure performance service quality and process improvement initiatives. The role partners closely with IT leadership supports executive stakeholders and mentors junior team members to ensure consistent high-quality IT service delivery.

Key Responsibilities

Advanced End-User & Escalation Support

• Serve as Tier 2/3 escalation point for complex OS identity and connectivity issues across Windows macOS and Linux.
• Troubleshoot advanced authentication SSO MFA device trust VPN and certificate-related issues.
• Provide Tier 2/3 support for enterprise AV systems including Dante QSYS Zoom Rooms and BrightSign platforms.
• Support executive and business-critical systems with prioritized response.
• Demonstrate a professional service-oriented approach in all user and stakeholder interactions.
• Maintain IT support SLAs including response/resolution targets escalation procedures service performance tracking and periodic reporting to IT leadership and stakeholders.

Microsoft Server & Active Directory

• Administer Windows Server (2019/2022) including AD DS DNS DHCP GPO and file services.
• Manage OU structure group policy design delegation and service accounts.
• Maintain server patching monitoring backups and disaster recovery processes.
• Support Hyper-V or equivalent virtualization environments.

Linux Systems Administration

• Administer production Linux servers (RHEL/Ubuntu/Debian).
• Manage SSH access sudo policies services package updates and system hardening.
• Maintain web/app services and basic containerized workloads where applicable.
• Develop light automation using Bash or Python.
• Support Proxmox or equivalent virtualization environments.

Meraki Network Administration

• Configure and deploy small-scale network-connected infrastructure (e.g. local NAS devices) including VLAN assignment and switch port configuration within the Meraki Dashboard.
• Support RADIUS integration and network access control tied to Okta/identity workflows.
• Manage basic VLAN configuration access/trunk port assignments and ensure proper traffic flow for iSCSI and network-mounted storage connectivity.

Okta-First Identity & SaaS Administration

• Administer Okta as the primary identity provider.
• Manage SSO integrations lifecycle automation (SCIM) MFA policies and device trust.
• Enforce RBAC/GBAC and least-privilege access models.
• Integrate and support Google Workspace Microsoft 365 Slack Zoom Atlassian and other enterprise SaaS platforms.
• Troubleshoot federation provisioning and sync issues across platforms.

Endpoint & Security Management

• Oversee MDM enforcement and device compliance standards.
• Manage EDR disk encryption patching and security baselines.
• Maintain asset lifecycle tracking and hardware refresh planning.

Infrastructure Operations

• Maintain monitoring logging and alerting systems.
• Document network diagrams server configurations and identity architecture.
• Lead small-to-midsize infrastructure projects (network upgrades server deployments SaaS rollouts).
• Mentor junior IT staff and suggest/implement operational automation as needed for improved IT efficiency.

Required Skills & Abilities

• Demonstrated ability to own escalated technical issues end-to-end including root cause analysis and resolution across endpoint server identity and network domains.
• Strong foundation in directory services systems administration and core network concepts (segmentation access control traffic flow).
• Experience operating in an SSO-first cloud-integrated environment with structured access control and lifecycle management processes.
• Working knowledge of enterprise collaboration and AV ecosystems in production business environments.
• Ability to document systems clearly maintain operational standards and contribute to infrastructure improvements and automation.
• Professional communication skills with the ability to support executive stakeholders and mentor junior IT staff.

Physical Requirements:

• Sit and/or stand for long periods performing office related tasks.
• Move about the office and/or laboratory to access various meeting rooms.
• Must be able to occasionally lift up to 50 pounds
• Operate computers and laboratory instrumentation.
• Observe and detect details up close.
• Handle and work around potentially hazardous chemicals.

Ability to travel up to 20% of the time

Required Schedule:

• Once onboarding is complete this role will require off-hours availability for incident response. This includes weekends as needed.

Education and Experience

• Associates or Bachelors degree in Information Technology or a related field or equivalent hands-on experience.
• 7 years of progressive experience in IT operations systems administration and infrastructure support including ownership of server identity and network systems in a production environment.
• Demonstrated experience serving as an escalation point for complex technical issues and leading small-to-midsize infrastructure initiatives.