Lead IT Support Specialist

At TaxRise, we don't just provide tax relief services; we provide hope, stability, and solutions to individuals and families facing financial uncertainty. Our team is passionate about reshaping the tax resolution industry through innovation, empathy, and unwavering commitment to our clients.

Join us and make a tangible difference in people's lives while growing your career with a team that values your contributions.

• ABOUT THE ROLE

The Lead IT Support Specialist is responsible for overseeing and guiding the IT support function while remaining hands-on with technical issues and projects. In this role, you will lead the IT support team, delegate incoming tickets, and ensure priorities are handled efficiently, personally taking on the most complex or high-priority issues. You will act as the go-to resource for escalations, while also driving improvements in processes, documentation, and team effectiveness. You'll monitor and maintain IT infrastructure, provide mentorship and leadership to the IT support team, and partner with leadership to align IT operations with business needs.

_We're all about that in-person vibethis role is 100% on-site! If you're excited to work side-by-side with our team (or are ready to make the move), then you're a perfect fit. If not, we kindly ask you to hold off on applying. Thanks for understanding and happy job hunting!_

• HOW YOU'LL BE REWARDED

Base pay : $75,000 - $85,000 per year (full-time, 40 hours per week)

• WHAT YOU'LL DO

Leadership & Team Support :

• Lead the IT Support team by delegating daily support tickets and managing workload distribution.
• Serve as the escalation point for complex or urgent technical issues.
• Provide mentorship, training, and guidance to IT Support Specialists.
• Ensure service-level expectations are consistently met, driving accountability and efficiency.
• Evaluate and recommend new technologies to improve productivity and efficiency
• Align IT strategy with business objectives, ensuring technology supports company growth.
• Foster a culture of service, accountability, and innovation within the IT team.

Help Desk & User Support :

• Provide direct, hands-on support for desktops, laptops, tablets, printers, software, and cloud-based phone systems.
• Troubleshoot and resolve high-priority or complex technical issues.
• Develop and maintain end-user documentation, including troubleshooting guides.

Onboarding & Offboarding :

• Oversee and execute onboarding and offboarding processes, including account, device, and desk setups, access management, and equipment configuration.
• Ensure IT policies and security protocols are followed during employee transitions.

Systems & Network Support :

• Monitor network usage and performance, proactively addressing issues to prevent downtime.
• Implement and oversee backup and recovery processes.
• Demonstrate strong understanding of TCP / IP, DNS, and related networking tools and concepts.

Infrastructure & Equipment Management :

• Oversee stock and server rooms, ensuring accurate tracking of hardware inventory and lifecycle management through company-approved software
• Coordinate IT equipment setup for office relocations and expansions.

Strategic & Administrative Support :

• Partner with leadership to drive IT support strategies, service desk roadmaps, and process improvements.
• Identify opportunities to enhance IT efficiency, security, and user experience.
• Perform other essential functions as required or assigned.
• Ability to guide the company through IT transitions (new systems, migrations).
• Willingness to create IT knowledge-sharing sessions for employees.
• Experience in scaling IT infrastructure as the company grows.
• Comfort in working closely with leadership on strategy, not just technical execution.
• WHAT YOU'LL NEED TO HAVE
• Proven experience in a Help Desk or IT Support role, with prior leadership or mentorship responsibilities.
• Strong technical expertise in hardware and software troubleshooting.
• Experience with Google Workspace, Microsoft 365, Slack, and SharePoint administration.
• Expertise in Windows Operating Systems and proficiency with Google Workspace Admin Console.
• Knowledge of TCP / IP, DNS, and related networking concepts.
• Strong organizational, analytical, and problem-solving skills.
• Excellent communication skills to interact with both technical and non-technical users.
• Exceptional customer service mindset with the ability to manage competing priorities.
• Ability to thrive in a fast-paced, dynamic environment with flexibility to work irregular hours when required.

We understand potential comes in many forms. Even if you don't check every box, we encourage you to apply; we consider all qualified candidates.

• WHAT WE OFFER

We believe in taking care of our team so they can take care of our clients. Here's what you can expect as part of the TaxRise family :

• Medical, Dental, and Vision Insurance (starting after 60 days)
• Paid Time Off (Vacation, Sick Days, Company Holidays)
• Wellness Days to recharge when you need it most
• 401(k) retirement plan with company match
• Professional Development Program to support your growth
• Access to our on-site gym and gaming lounge
• Catered team lunches every Friday
• Fun and energizing quarterly company outings
• ABOUT US

At TaxRise, our mission is simple yet impactful : to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do.

When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives.

We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation.

If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that's reshaping the future of tax resolution.

• OUR COMMITMENT

At TaxRise, we're proud to be an equal opportunity employer. We know that a world-class culture stems from the diversity and talent of our team. We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and / or veteran status, or any other basis prohibited by applicable law.

TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.

Pay : $75,000.00 - $85,000.00 per year

Benefits :
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location : In person

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