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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Specialist - **Company:** Greenhouse Software, Inc. - **Location:** United States - **Experience:** Starter - **Salary:** $52,000.0 - $57,200.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Artificial Intelligence, Apple Mac Systems, JIRA, Audit Trail, Cyber Security, Domain Name System (DNS), Multi-Factor Authentication, Identity and Access Management, IT Management, Information Technology Operations, Virtual Private Networks (VPN), Networking Basics, Role-Based Access Control, Remote Access Technology, Phishing, Remote Service Software, Wi-Fi Technology, Data Processing, Microsoft InTune, Information Technology, Casper Suite, Servicenow - **Published:** September 22, 2026 - **Apply:** https://job-boards.greenhouse.io/doma/jobs/8219588 ## About the Role Required * Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands-on technical work. * Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting. * Ability to diagnose issues methodically, explain next steps in plain language, and confirm that the solution meets the employee's need. * A service-oriented approach marked by empathy, patience, professionalism, and respect for people with different levels of technical experience. * Clear written and verbal communication, including accurate ticket notes and concise user-facing instructions. * Sound judgment when prioritizing work, protecting confidential information, following procedures, and deciding when to escalate. * Curiosity, adaptability, and an interest in building skills in automation, information security, and modern IT operations. Preferred * Experience with an IT service management or ticketing platform such as Freshservice, ServiceNow, or Jira Service Management. * Familiarity with Intune, Jamf, Entra ID, or comparable endpoint and identity management tools. * Working knowledge of common connectivity concepts and troubleshooting for Wi-Fi, VPN, DNS, and remote access. * Awareness of ITIL practices and foundational security concepts such as least privilege, multifactor authentication, and phishing prevention. * CompTIA A+, ITIL Foundation, an entry-level security certification (Security+), or active interest in pursuing a relevant certification. ## Description Doma Technology is looking for an IT Specialist to provide responsive, thoughtful support to employees across our technology environment. This early-career role is primarily responsible for Tier 1 requests and incidents, with opportunities to assist with selected Tier 2 work under guidance. You will help employees stay productive from onboarding through offboarding, document what you learn, and escalate complex or high-impact issues through defined paths. This is a development-focused opportunity for someone with approximately one to two years of experience who wants to build a strong foundation in IT operations. You will receive structured training and hands-on mentoring, gain exposure to Information Technology and Cybersecurity, and learn to work within an evolving support model that includes new AI-enabled automations., Service and Support * Serve as a first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone. * Troubleshoot and resolve Tier 1 issues involving hardware, software, Windows and macOS devices, Microsoft 365, connectivity, VPN, and access. * Assist with selected Tier 2 issues under the guidance of experienced team members, documenting the diagnosis and outcome. * Assess impact and urgency, work within service expectations, and keep employees informed through clear and timely updates. * Escalate unresolved, high-impact, or security-sensitive issues through defined paths to IT leadership and the appropriate Security, Engineering, or managed service resources. * Provide courteous, patient, and discreet support to employees at every level, including executives and other users handling sensitive information. Employee Technology Lifecycle * Support onboarding by preparing devices, coordinating account creation, enrolling multifactor authentication, and confirming day-one readiness. * Complete assigned offboarding tasks promptly, including approved account actions, asset recovery, and license reclamation. * Fulfill approved identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes. * Track equipment assignments, returns, shipments, and device reimaging in Snipe-IT or the designated asset management system. * Partner with Human Resources, IT leadership, and business teams to maintain accurate records and a clear audit trail for access changes. Security Cross Training and Operational Readiness * Participate in structured cross-training with the Cybersecurity Team to build practical knowledge of security operations and controls. * Follow access governance, change control, data handling, and incident escalation procedures in every support interaction. * Recognize and report suspicious activity, including phishing, unusual access behavior, and potentially compromised devices, using established procedures. * As training and proficiency grow, provide documented coverage across IT Operations and Information Security when additional support is needed, while remaining within established responsibilities and escalation boundaries. Documentation Automation and Improvement * Record troubleshooting steps, decisions, and resolutions in the ITSM so work can be understood, measured, and repeated. * Create and maintain knowledge articles, FAQs, and quick guides that help employees and support teammates resolve common issues. * Use approved AI-enabled automations across support workflows, reviewing outputs for accuracy, security, and appropriate handling before acting on them. * Identify repetitive work that may be suitable for self-service or automation and share practical feedback as new workflows are introduced. * Participate in service reviews, share recurring issue patterns, and recommend improvements that strengthen employee support and operational readiness. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Passkeys: Truly Phishing-Resistant? 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