Sr. IT Support Specialist

$75,000 - $90,000/Yr

Bark - Columbus, OH

Full-time - Mid Level

Hybrid - Columbus, OH

Professional, Scientific, and Technical Services

About the position

The Sr. IT Support Specialist at BARK is a crucial role responsible for supporting the technology needs of a rapidly growing organization. This position involves creating, implementing, and maintaining internal technology systems while providing hardware support to a growing team. The ideal candidate will be solutions-oriented and thrive in a fast-paced environment, ensuring excellent customer service and effective resolution of IT issues.

Responsibilities

• Provide excellent customer service and effective response times for IT support issues.
• Resolve common IT issues (PC, Mac, Chromebook) both on-site and remotely.
• Enforce non-automated IT security policies locally.
• Develop solutions that meet user needs while adhering to company policies.
• Ensure SLAs are met and maintain overall customer satisfaction.
• Assist IT support staff with operational procedures and troubleshooting.
• Provide training on new hardware and software to staff as needed.
• Resolve escalated and Executive support tickets promptly.
• Create and maintain detailed documentation for systems and processes.
• Train to be a subject matter expert on Enterprise IT tools (Google Workspace, Slack, etc.).
• Evaluate and improve existing Service Desk processes and policies.
• Administer core IT services, including process automation and configurations.
• Manage hardware and software assets.
• Oversee staff onboarding and off-boarding processes.

Requirements

• 5+ years of experience in a technical support or helpdesk role.
• Strong customer service background.
• Experience with Google Workspace, Slack, and other major SaaS applications.
• Proficient in troubleshooting PC, Mac, and Chromebooks for software and hardware issues.
• Experience with MDM solutions (JAMF, Kaseya).
• Familiarity with IDP and SCIM Provisioning.
• Ability to make data-driven decisions.
• Bachelor's degree in Information Technology, Computer Science, or relevant experience.

Nice-to-haves

• IT-related certifications are desirable.
• Experience using AI tools and openness to learning about AI-driven technologies.

Benefits

• Health insurance for employees and their pets.
• 401k plan.
• Team lunches.
• Cold brew coffee on tap.
• Access to a dog in the office.