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IT Support Specialist

WANT TO JOIN OUR TEAM?
WE CAN't WAIT.

JOB DESCRIPTION
We are looking for a versatile and proactive IT Support Specialist to lead the rollout, configuration, and continuous improvement of our IT Service Management (ITSM) system while delivering technical support across our organization. In this dual-focused role, you will design efficient ITSM workflows, configure SLAs, and empower our internal teams through structured training and documentation. Additionally, you will provide Tier 2 and Tier 3 resolution for core IT operations, including user access management, cloud collaboration tools, remote connectivity, and hardware systems. This is an equity-only role, ideal for someone who thrives in fast-moving, high-growth environments.

Department: Technology
Reports to: Chief Information Officer,
Location: Remote

WHO WE ARE

Our team's digital inventiveness and mobile location expertise creates brand stories that produce results. We are seasoned professionals who have worked in marketing, technology, mobile, and beyond. Our skills include Micro-fencing, mobile strategy, data analytics, and more.

THIS POSITION WILL ENTAIL:

What You’ll Do

  • Design and implement robust ITSM processes—including incident, problem, and change management—while configuring custom workflows and Service Level Agreements (SLAs).
  • Conduct engaging training sessions for IT team members and end-users, creating comprehensive support documentation and guides for the new system.
  • Provide Tier 2 and Tier 3 technical support for all ITSM-related issues, continually optimizing the platform based on feedback and operational metrics.
  • Administer user accounts, permissions, and role-based access rights across Active Directory, Microsoft 365, and Google Workspace.
  • Troubleshoot complex email routing, spam filtering, and client configuration issues across tools like Outlook and Gmail.
  • Support and configure VPNs, Virtual Desktop Infrastructure (VDI), and remote desktop tools to ensure seamless and secure connectivity for remote employees.
  • Assist with device provisioning, software deployments, OS updates, and general desktop troubleshooting.
DESIRED SKILLS QUALIFICATIONS:

What You Bring

  • Bachelor’s degree in computer science or related field.
  • Hands-on experience designing, implementing, and configuring ITSM workflows, incident structures, and service portals (e.g., Jira Service Management, ServiceNow, Freshservice).
  • Strong proficiency with Active Directory, Microsoft 365, Google Workspace, and essential remote access technologies (VPN, RDP, VDI).
  • Practical understanding and familiarity with ITIL best practices and service management lifecycle methodologies.
  • Outstanding verbal and written communication skills with a customer-first mindset, proven ability to translate complex technical concepts into clear end-user training, and a collaborative spirit.
  • Proven analytical abilities to diagnose and resolve complex Tier 2/Tier 3 technical issues across hardware, software, and network connectivity.

 

What You Get

  • Equity-based opportunity to build and lead the global talent engine at Digital Factory.
  • Strategic seat at the table, shaping how we grow and who we bring into the business.
  • Partnership with executive leadership on workforce design and scaling strategy.
  • A creative, inclusive culture that values innovation, clarity, and purpose.

 

Compensation

This is an equity-only, fractional opportunity. There is no salary or hourly compensation at this time.

At Digital Factory, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Digital Factory believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.



Digital Factory is an Equal Opportunity Employer

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