Sr. IT Support Engineer

Senior IT Support Engineer

About Subsplash

Subsplash is an exciting award-winning team of 280+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve remained family owned and operated while pioneering the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the millions of people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About the Team

The IT Team at Subsplash is the foundation that maintains all the activities and services that are required to support business functions as well as ensuring proper security across all IT systems. We are passionately focused on delivering delightful support to our internal customers. We achieve this by providing robust day-to-day technical support that empowers our fellow Subsplash employees to perform their best work most often. Beyond daily technical support, our team handles crucial functions such as access management, user provisioning and deprovisioning, new hardware and software setup, and diligently works to keep our dues and subscription spend under budget. The secret to this team's success lies in being exceptionally thorough and organized, while maintaining a high level of energy and enthusiasm.

About the Role

The Senior IT Support Engineer, reporting to the Sr. Director of Risk, Compliance & IT, serves as a critical point of contact for advanced IT-related inquiries and escalated issues within the organization. This role focuses on providing timely and effective support, expertly triaging incoming issues, and proactively developing a comprehensive knowledge base of IT practices, procedures, and solutions to significantly enhance problem-solving efficiency across the team. The Senior IT Support Engineer plays a key role in ensuring the IT team consistently meets or exceeds defined service level objectives (SLOs). This role embodies the qualities and values of the IT team at Subsplash and serves as a model for the team.

Essential Functions of This Role:

• Tier 1-3 Support & Escalation Management:
  
• Serve as the primary escalation point for complex or recurring IT issues, providing up to Tier 3 troubleshooting and resolution.
• Triage all IT related questions as they arise, ensuring efficient routing and timely resolution.
• Provide on-call support for immediate software and hardware issues during local business hours.
• Provide technical support over the phone, web, Slack, and other tools.
• Account management for password resets, lockout, provisioning and deprovisioning of accounts.
• Diagnose computer errors and provide technical support.
• Use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.
• Set up and configure new laptops.
• IT Operations & Project Leadership:
• Lead or participate in IT projects, such as Okta integrations, new software implementations, and migrations.
• Evaluate and recommend new technologies and tools to improve IT support capabilities.
• Oversee the ordering process for new hardware, ensuring adherence to budget, procurement policies, and timely delivery.
• Ensure compliance with IT security policies and procedures, and participate in security audits.
• Utilize best practices for monitoring and remediating endpoint security vulnerabilities.
• Maintain mobile device management (MDM) system to ensure endpoints are configured per security and compliance standards.
• Collaborate with cross-functional teams to identify and implement automation opportunities for repetitive IT tasks, contributing to increased operational efficiency and reduced manual effort.
• Leverage AI-powered tools and platforms to enhance troubleshooting, automate routine tasks, and improve overall operational efficiency.
• Assist in managing IT vendor relationships, ensuring service delivery and issue resolution meet organizational expectations.
• Training & Documentation Excellence:
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures for IT processes.
• Train end-users how to set up and use new technologies.
• Develop and deliver training programs for end-users on new technologies and IT best practices.
• Support IT Onboarding Sessions for new Team Members.
• Maintain up-to-date inventory of company-owned hardware.

Required Education and Experience:

• A bachelor's degree in a related field.
• 5+ years of progressive IT Help Desk or IT Operations experience, with demonstrated leadership in technical capacities.
• Ability to prioritize and execute tasks.
• Excellent time management skills.
• Strong interpersonal skills with a positive, outgoing, high energy attitude..
• Hands-on experience with implementing and supporting Okta or other identity management systems (IdM/SSO) in a production environment.
• Hands-on experience administering Jamf Pro, Microsoft Intune, or other Mobile Device Management (MDM) solutions in an enterprise environment.
• Hands-on experience with Google Workspace administration, including complex configurations and troubleshooting.
• Experience with administering SentinelOne or similar EDR.
• Experience with automation & scripting Mac and Linux environments.
• Hands-on experience supporting Mac, Linux, and Windows.
• Tolerance for repetitive or manual tasks, with a mind for automating said tasks.

Desired Qualifications:

• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20K) for delivery of IT services.
• Experience with leveraging AI tools for IT operations and process improvement.
• Certifications such as Jamf Pro (200 or higher), SentinelOne, CompTIA A+, Network+, Security+, ITIL Foundation, or equivalent.

Compensation

• The overall compensation for this position is between $90,000-$96,000/yr depending on experience level.

Hours

• This role follows a standard schedule of 8:30 AM – 5:00 PM Pacific Time. To ensure strong collaboration and team alignment, we’re prioritizing candidates who are either located in the Pacific Time Zone or are able to work these hours consistently without scheduling conflicts.

Location

Subsplash currently has operations in 27 states across the US! As much as we would love to have employees in as many states and countries as we have clients, we are currently limiting hiring to the states we already operate in. As a result of that, this role is only available as a 100% remote position if you reside in one of the following states:

AL, AR, AZ, CO, FL, GA, ID, IA, IN, KS, KY, MO, MI, MN, NC, NM, OK, OH, OR, SC, SD, TN, TX, UT, VA, WA, WY.

Unfortunately, if you do not reside in one of these states, we are unable to consider your application.

Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech

Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.

Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

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