IT Support Specialist

Summary

Join Minted as an IT Support Specialist and provide exceptional, customer-focused support to employees by resolving their IT issues, improving systems proactively, and ensuring reliable, world-class onsite and remote IT assistance. You will troubleshoot employee problems with applications, laptops, account access, peripherals, printers, video conferencing, and networking issues. You will also identify and track recurring problems, document issues and solutions, and collaborate with the IT team on automation, documentation, and process improvements. This role requires strong customer service skills, process orientation, and experience with ticketing systems like Jira. You will be responsible for supporting onboarding and off-boarding, including provisioning/deprovisioning accounts and setting up new hire equipment, as well as assisting with meeting room tech and corporate events to ensure smooth hybrid meetings.

Requirements

• A strong customer service mindset - friendly, patient, proactive - and a relentless focus on quality of experience
• Process-oriented and experienced with utilizing a ticketing system such as Jira
• Willing and able to work shifts that may also include coverage on the weekend during our peak season
• 2+ years of IT support experience in a fast-paced startup or tech environment
• Strong troubleshooting skills with macOS, Windows, and mobile devices (iOS/Android)
• Experience with Active Directory, Google Workspace, Okta (SSO/MFA), Slack, Jamf, and other SaaS tools
• Solid understanding of web troubleshooting (cache clearing, inspecting web elements, identifying issues within browser console)
• Excellent written and verbal communication abilities
• Willingness and ability to be onsite in the San Francisco office for 3 days per week
• Ability to lift and move equipment weighing up to 50 pounds

Responsibilities

• Provide daily onsite and remote support for our employees - troubleshoot employee problems with applications, laptops, account access, peripherals, printers, video conferencing, and networking issues
• Identify and track recurring problems and their root causes, document issues and solutions via Jira Service Management, and work with system owners to solve the root causes
• Support onboarding and off-boarding, including provisioning/deprovisioning accounts and setting up new hire equipment
• Assist with meeting room tech and corporate events to ensure smooth hybrid meetings
• Collaborate with the IT team on automation, documentation, and process improvements

Benefits

• Medical, Dental, and Vision Benefits
• Employer Funded Health Savings Account
• 10 Paid Holidays
• Paid Time Off and Sick Leave
• Paid Parental Leave
• Employer Paid Wellbeing Apps (e.g. Headspace and Calm)
• Monthly Gym/Wellness Reimbursement
• 401(k) retirement savings plan
• Employer Funded Commuter Benefits
• Employee Discount
• Friends and Family Discount