Lead IT Support Specialist

Authentic is seeking a proactive and experienced Lead IT Support Specialist to join our operations team. This role will lead the support team, manage complex escalations, and drive process improvements.

Requirements

• 5+ years of IT support experience, including ticket management and triage.
• Strong troubleshooting skills across both Mac and PC environments
• Hands-on experience with email systems, cloud storage platforms, and collaboration tools
• Familiarity with AV conference room technology (Zoom Rooms, Teams Rooms, Crestron, etc.)
• Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk, NinjaOne).
• Strong communication and organizational skills.
• Ability to multitask and prioritize in a dynamic environment.
• Self-starter with a passion for continuous improvement and documentation.
• A self-starter ability to multitask, prioritize issues based on severity and work within a team environment.
• Adaptable and Flexible: Need to adapt/pivot to constantly changing needs.
• Working knowledge of Box or similar cloud-based storage environments.
• Able to communicate with end users promptly and tactfully, provide solutions and/or direct requests of unresolved issues to appropriate IT team members.
• Working knowledge of cyber security and data privacy principles.
• Ability to learn new technologies quickly and with minimal guidance.
• Thrives on technical challenges and takes pride in solving them.
• Degree in Computer Science, Engineering or related field or equivalent experience.

Benefits

• Authentic is an equal-opportunity employer and we value and embrace the diversity and inclusion of all Team Members. We do not discriminate on the basis of gender, gender identity, sexual orientation, race, national origin, disability, age, marital status, protected veteran status, or other legally protected status.