IT Support Specialist

IT Support Specialist

Status: Full-Time Non-Exempt | Direct Hire

Pay: $30.00-$32.00 per hour

Location: Remote

We're a fast-growing, fully remote organization on a mission to make a real difference — and we know our people make that possible. As we scale, we're adding a high-ownership, high-impact role to our team. We're seeking a hands-on IT Support Specialist to keep our team working by resolving issues quickly, managing secure access, and supporting key IT projects

About Expressable

Expressable is a virtual speech therapy practice on a mission to transform care delivery and expand access to high-quality services, serving thousands of clients since our inception in late 2019. We are passionate advocates of parent-focused intervention. Our e-learning platform contains thousands of home-based learning modules authored by our clinical team, helping SLPs empower caregivers to integrate speech therapy techniques into their child’s daily life and improve outcomes. Our mission is to set a new standard in speech therapy by making every caregiver a champion of their loved one’s success. We envision a world where everyone can fulfill their communication potential.

What You Would Be Doing

Frontline Support & Service Velocity (primary focus)

• Rapid Issue Resolution: Serve as the first point of contact for employee IT issues across hardware, operating systems, and core applications; resolve routine issues swiftly so the team stays productive.

• Ticket Management: Monitor, triage, and prioritize the support queue; keep tickets moving and communicate clearly with employees on status and resolution.

• Escalation Follow-Through: When a request needs help from Operations, Engineering, People or a vendor, coordinate the handoff and stay with it until it’s fully resolved — owning the outcome, not just the handoff.

• Lockouts & Access Issues: Quickly resolve login, MFA, and lockout problems so employees regain access with minimal disruption.

Identity & Access Administration

• Account Provisioning & Deprovisioning: Create, modify, and disable user accounts across platforms as part of onboarding, offboarding, and role/information changes, following established checklists and workflows.

• Access Changes: Process access and permission changes accurately against defined procedures and approvals.

• MFA Maintenance: Keep multi-factor authentication running smoothly; assist users with enrollment, resets, and device changes.

• User Access Reviews: Carry out routine access audits by working from system-generated flags and account lists, making the required changes in the relevant systems and confirming completion.

• Records & Asset Tracking: Maintain accurate records of accounts, hardware, software, and licenses.

• Security & Compliance: Follows and reinforces security, authentication, access-control, and data-protection procedures when provisioning accounts, granting permissions, and taking other sensitive actions.

Project Support

• SSO Rollout Support: Carry out the hands-on steps of a single sign-on rollout across key platforms (e.g., Stripe, Slack, Zoom, Apple ID, Pearson) — enrolling users, testing access, and supporting people through the transition.

• MDM Migration Support: Support the migration of mobile device management from Rippling to Mosyle by enrolling devices, working through account lists, and assisting users.

• Documentation: Follow and help keep up to date the checklists, runbooks, and usage guides that support a distributed workforce.

• Collaboration: Work with Engineering, Operations, People and other teams to resolve and prevent recurring issues.

What You Bring

• 3–5 years of experience in IT support, help desk, or IT operations; degree or certifications in information technology preferred.

• A track record of high ticket throughput and fast, reliable issue resolution in a support environment.

• Hands-on experience with account administration — provisioning/deprovisioning, access change