IT Specialist

Job Description

Job DescriptionDescription:

As an I.T. Specialist at OuterBox, you will be responsible for maintaining our internal and external infrastructure to ensure that we have a reliable and secure environment. As an IT Specialist, you will play a crucial role in keeping everyone’s workflow smooth and running, eventually impacting the success of our clients’ businesses. You will apply your technical expertise to manage, implement, monitor, and/or provide maintenance of IT infrastructure.

This is a hybrid role requiring regular on-site presence. Candidates must reside within a commutable distance of our Houston, TX office and should expect to work on-site more than 50% of the time.

What You Get To Do Every Day:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Support Applications and Technology Infrastructure: Provide support for a diverse range of applications and our Technology Infrastructure. Ensure it’s seamless and continuous availability to empower the ongoing function of the organization.
• Assist Teammates and Provide Technical Guidance: Assist teammates and customers with IT-related issues, providing Tier 1-3 technical support for web hosting, SSL, and server-related issues; escalating when appropriate.
• Identify and Solve IT Issues and Conduct Infrastructure Assessments: Identify patterns in IT requests/issues and conduct infrastructure assessments to proactively solve and troubleshoot potential risks and challenges.
• Assist in developing and implementing strategies and procedures: Provide technical assistance to the IT Director to execute IT strategies and procedures to enhance efficiency, workflows, and customer satisfaction, while proactively monitoring and adapting to changes in the digital and security landscape.
• Effective Communication: Communicate thoroughly and promptly with teams via Slack, email, phone calls, video calls, and in-person meetings as necessary.
• Policy & Compliance Support: Follow, document, and help enforce IT policies, security standards, and acceptable use guidelines, assist with audits, access reviews, and compliance-related requests as needed.
• Continuous Learning: Stay updated on IT, Cyber Security, and Web Hosting spaces to grow knowledge and build credibility with teammates and customers. Utilize resources such as Google Alerts, webinars, email lists for industry websites, or social platforms like LinkedIn.
• End-User Support & Ticketing : Manage, prioritize, and resolve incoming IT support requests through a ticketing system while meeting defined SLAs. Escalate complex issues to senior IT resources or vendors as appropriate
• Hardware & Asset Management: Provision, image, configure, ship, and recover laptops, peripherals, and accessories for new hires and departing teammates. Maintain accurate hardware and software asset inventories, including lifecycle tracking and replacement planning
• User Access & Identity Management : Provision and deprovision user accounts across SaaS platforms, ensuring proper role-based access controls. Manage MFA, password policies, and access reviews to support security best practices
• Networking & Connectivity Support (Tier 1–2): Provide Tier 1–2 troubleshooting for VPN, Wi-Fi, DNS, and connectivity-related issues. Assist with network and firewall changes under the guidance of IT leadership or external partners.
• Backup, Recovery & Reliability : Assist with maintaining and testing backup and recovery processes to ensure business continuity. Support incident response activities related to system outages or security events.
• Perform other duties as assigned.

Work Environment

Fast-paced, dynamic hybrid/remote environment which may be required to work outside of regular office hours to resolve issues or complete projects of the department.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements:

• 0-4 years experience preferred. Demonstration of exemplary performance may supersede experience requirement.
• Understanding of Mac OS, & Windows OS
• Google Workspace | Microsoft O365 Admin experience
• Understanding of Tier 1 - Tier 2 IT Support
• Understanding of Automation Workflows, SAML, SCIM, & SaaS environments
• Understanding of web hosting environments (cloud and dedicated), migration techniques, DNS management and troubleshooting
• Experience with Onboarding | Offboarding staff
• Experience with cybersecurity strategies such as Security Implementations, Vulnerability Management, & Risk Assessment
• Working knowledge of network & data security concepts including firewalls, group policies, antivirus,cloud applications & endpoint protection
• Ability to fully configure, deploy and maintain new MDM | RMM policies
• Familiarity with both on-prem environments and Cloud Infrastructure
• Infrastructure assessment to identify potential risks, challenges and prepare appropriate mitigation plans
• Strong communication, organization, time management and documentation skills
• Ability to multitask, rapidly adapt, design proactive strategies and respond to changes in environment and priorities
• Demonstrate ownership of small to mid-sized projects & daily operations tasks; work proactively with internal teams to define scopes, and communicate progress, to ensure successful outcomes
• Experience working within an IT ticketing system and managing multiple concurrent support requests
• Experience with hardware lifecycle management and IT asset tracking
• Understanding of identity and access management concepts (user provisioning, MFA, role-based access)
• Basic understanding of backup, disaster recovery, and business continuity concepts
• Ability to support both in-office and remote team members across multiple locations

Preferred Qualifications

• Certifications: ComTia A+, Google Workspace Admin, Network +, Security +, ITIL Foundation, O365 MS-900 (Microsoft 365 Fundamentals)
• Familiarity with any RMM|MDM platforms, Corporate Network Tools, Password Management Tools, Vendor Warranty Support, Remote/Hybrid support environments
• Project assignments such as Corporate Laptop Refresh, Slack, Mac OS, Windows OS
• UniFi Systems, Ticketing System experience
• Endpoint & Asset Management experience

Physical Demands

• Primarily involves sitting at a desk and using a computer for extended periods of time.
• Light physical activity is also required, such as carrying equipment or setting up for presentations.
• Requires a high level of mental focus and the ability to work under pressure.
• Good manual dexterity, hand-eye coordination and the ability to use a computer for extended periods are required.

Work Authorization/Requirements

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Travel

Limited travel of 10% may be required to our headquarters or to client offices.

Affirmative Action/EEO Statement

Our company is an equal-opportunity employer committed to providing a work environment free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or any other legally protected status.

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Cohesive Culture + Good Humor + Combined Skills = Awesome Results

At OuterBox, what we won’t stop doing is winning as a team for our clients, while at the same time winning for each other as both professionals and individuals. We know our awesome wins start with our incredible people, which is why for over 20 years we’ve created—and continuously refined—a team-centric work culture that is rooted in trust, respect, accountability, appreciation, fun, and collaboration. The Plain Dealer & Cleveland.com demonstrate this by having awarded OuterBox as a Top Workplace for three years running in 2022-2024!

At OuterBox, we’re here to thrive together—not simply survive. So if you’ve been searching for an agency that energizes, inspires, and directly helps you achieve the best for you, the person, and you, the professional, maybe it’s time to think outside the traditional agency box?