IT Support Specialist at Reverb in Chicago, IL

Summary: Reverb is the largest online marketplace dedicated to buying and selling musical instruments. They are seeking an IT Support Specialist to enhance the tech lives of internal users by providing excellent support, troubleshooting issues, and improving workflows in a hybrid work environment. Responsibilities: - Be a vital part of the onboarding and offboarding for employee hardware and account access - Troubleshoot hardware and software while delivering top-notch support to employees - Share responsibility for the operations and support for a variety of business applications including Okta, Jamf Pro, Atlassian products, G Suite, and Slack - Support in office tech needs such as Google Meet AV hardware, computer support, and wifi triaging - Help strengthen the team with collaboration, processes, and workflows - Document procedures, policies, technical instructions, and other documentation needs - Find opportunities for reducing toil and avoiding technical debt to reduce support and operations load on the team - Work in an agile environment, participating in sprint planning, delivering work, and contributing to a retrospective Required Qualifications: - Ability to step up as a mentor for the team as needed - Confidence to create solutions for processes that can be improved, issues being experienced, and help predict future hurdles - Desire to be a subject matter expert in one or more major tools used by the IT team - Strong experience with Mac operating systems and tools similar to Jamf Pro and Okta (or other IDP technologies) - Experience in using service desk tools for handling helpdesk tickets - Familiarity with working with identity providers in an enterprise environment - Superb communication skills in person, via email/tickets, and Slack - The understanding of the importance of workflow efficiency and believe in continuous improvement for yourself and your team - A creative, curious, and eager to learn mentality - Eagerness to create documentation (have fun throwing in a music pun!) and share knowledge with others - Passion about your customer's experience Required Skills: Mac operating systems, Jamf Pro, Okta Important Skills: Service desk tools, Identity providers Nice-to-Have Skills: Continuous improvement, Superb communication Benefits: 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care., Life, AD&D, and supplemental long-and short-term disability insurance, A matching 401(k), A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays, Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft, 18 weeks of gender-neutral parental leave for the birth or adoption of a child, Up to $25,000 reimbursement of adoption and/or surrogacy related expenses, Paid sabbatical program, Annual work/life stipend, Ways to give back to your community through volunteer time off