IT Support Specialist

Roadie, a UPS Company, is a logistics management and crowdsourced delivery platform. Founded in 2014, Roadie offers businesses fast, flexible and asset-light logistics solutions for last-mile delivery. Roadie enables local delivery to more than 95% of U.S. households by providing access to more than 200,000 independent drivers nationwide – allowing businesses to offer their customers delivery optionality for almost any industry, from airlines to artisans.

Under the supervision of the Head of TechOps, reporting to the IT team, the IT Support Specialist plays a critical role in supporting Roadie employees with their technology and application needs. This person will utilize a ticketing system to manage workflow, respond to requests for support, provision and deprovision access, and otherwise work within the guidelines of both IT and Information Security. 

What You’ll Do

• Manage IT help incidents, using Jira to track, prioritize and document in a timely manner

• Own new employee onboarding process from creating accounts to provisioning devices to in-person training and IT orientation

• Track repairs and upgrades to computers and other devices, as needed

• Maintain asset management inventory, conducting monthly audits for both equipment and software licenses

• Contribute ideas and recommendations to and assist in writing IT/Admin and Tech Training documentation

• Troubleshoot software and hardware issues, performing hands-on fixes and testing solutions to ensure existing issues are resolved and future issues are mitigated

• Ensure that existing IAM systems are maintained

What You Bring

• 1+ year in a technical support role, supporting users with troubleshooting and resolving issues with technology

• Experience with macOS and iOS operating systems

• Experience with device setup and installation

• Hands-on experience managing devices in an enterprise environment

• Strong documentation skills with experience using ticketing systems such as Jira

• Foundational knowledge of infrastructure level technologies

• Thrive in a fast-paced, dynamic environment

• Ability to provide off-hours coverage on rotation

• Desire and passion to build experience technical knowledge and experience within Tech Ops

• Experience with Mobile Device Management (MDM) platforms, a plus

• Knowledge and experience with scripting and automation like Python, Bash, etc., a plus

Why Roadie? 

• Competitive compensation packages 

• 100% covered health insurance premiums for yourself

• 401k with company match

• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) 

• Flexible work schedule with unlimited PTO 

• Monthly 3-day weekends

• Monthly WFH stipend 

• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore

• The technology you need to get the job done