IT Specialist

Position Summary

This is a contract 40-hour/week position paying between $25-27.50/hr.

Doma Technology is looking for an IT Specialist to provide responsive, thoughtful support to employees across our technology environment. This early-career role is primarily responsible for Tier 1 requests and incidents, with opportunities to assist with selected Tier 2 work under guidance. You will help employees stay productive from onboarding through offboarding, document what you learn, and escalate complex or high-impact issues through defined paths. This is a development-focused opportunity for someone with approximately one to two years of experience who wants to build a strong foundation in IT operations. You will receive structured training and hands-on mentoring, gain exposure to Information Technology and Cybersecurity, and learn to work within an evolving support model that includes new AI-enabled automations.

Key Responsibilities

Service and Support

• Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone.
• Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access.
• Assist with selected Tier 2 issues under the guidance of experienced team members, documenting the diagnosis and outcome.
• Assess impact and urgency, work within service expectations, and keep employees informed through clear and timely updates.
• Escalate unresolved, high-impact, or security-sensitive issues through defined paths to IT leadership and the appropriate Security, Engineering, or managed service resources.
• Provide courteous, patient, and discreet support to employees at every level, including executives and other users handling sensitive information.

Employee Technology Lifecycle

• Support onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day-one readiness.
• Complete assigned offboarding tasks promptly, including approved account actions, asset recovery, and license reclamation.
• Fulfill approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes.
• Track equipment assignments, returns, shipments, and device reimaging in Snipe-IT or the designated asset management system.
• Partner with Human Resources, IT leadership, and business teams to maintain accurate records and a clear audit trail for access changes.

Security Cross Training and Operational Readiness

• Participate in structured cross-training with the Cybersecurity Team to build practical knowledge of security operations and controls.
• Follow access governance, change control, data handling, and incident escalation procedures in every support interaction.
• Recognize and report suspicious activity, including phishing, unusual access behavior, and potentially compromised devices, using established procedures.
• As training and proficiency grow, provide documented coverage across IT Operations and Information Security when additional support is needed, while remaining within established responsibilities and escalation boundaries.

Documentation Automation and Improvement

• Record troubleshooting steps, decisions, and resolutions in the ITSM so work can be understood, measured, and repeated.
• Create and maintain knowledge articles, FAQs, and quick guides that help employees and support teammates resolve common issues.
• Use approved AI-enabled automations across support workflows, reviewing outputs for accuracy, security, and appropriate handling before acting on them.
• Identify repetitive work that may be suitable for self-service or automation and share practical feedback as new workflows are introduced.
• Participate in service reviews, share recurring issue patterns, and recommend improvements that strengthen employee support and operational readiness.

Skills and Qualifications

Required

• Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands-on technical work.
• Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting.
• Ability to diagnose issues methodically, explain next steps in plain language, and confirm that the solution meets the employee's need.
• A service-oriented approach marked by empathy, patience, professionalism, and respect for people with different levels of technical experience.
• Clear written and verbal communication, including accurate ticket notes and concise user-facing instructions.
• Sound judgment when prioritizing work, protecting confidential information, following procedures, and deciding when to escalate.
• Curiosity, adaptability, and an interest in building skills in automation, information security, and modern IT operations.

Preferred

• Experience with an IT service management or ticketing platform such as Freshservice, ServiceNow, or Jira Service Management.
• Familiarity with Intune, Jamf, Entra ID, or comparable endpoint and identity management tools.
• Working knowledge of common connectivity concepts and troubleshooting for Wi-Fi, VPN, DNS, and remote access.
• Awareness of ITIL practices and foundational security concepts such as least privilege, multifactor authentication, and phishing prevention.
• CompTIA A+, ITIL Foundation, an entry-level security certification (Security+), or active interest in pursuing a relevant certification.

Learning and Career Development

The IT Operations team will provide structured training, hands-on mentoring, and opportunities to pursue relevant IT certifications. You will learn alongside experienced colleagues, gain broader exposure through cross-training with Information Security and Cybersecurity, and take on more complex support work as your skills develop. Joining now also offers the chance to grow with Doma Technology's evolving support model as we introduce new processes, AI-enabled automations, and service capabilities. The role is designed to help you build confidence, sound technical judgment, and a strong foundation for continued growth in IT.