- Company Name
- ClearGov
- Job Title
- IT Support and Applications Specialist - (Hybrid - Toronto, ON)
- Job Description
-
**Job Title**
IT Support & Applications Specialist
**Role Summary**
Serve as end‑to‑end technical support for core SaaS applications and device fleets (macOS & Windows). Manage onboarding/offboarding, system configuration, user accounts, and integration health across an agency‑level SaaS ecosystem. Collaborate with cross‑functional teams to optimize workflows and deliver responsive, high‑quality IT service.
**Expectations**
- Independent, self‑directed operation of day‑to‑day IT support tasks.
- Proactive troubleshooting, incident resolution, and system optimization.
- Continuous learning of new tools, vendors, and platform updates.
- Strong communication with internal users and external partners.
- Deliver clear documentation and training materials for user adoption.
**Key Responsibilities**
1. Administer and support core SaaS productivity, collaboration, and line‑of‑business platforms.
2. Provision, configure and deploy macOS & Windows laptops (new hires, replacements, troubleshooting).
3. Own end‑to‑end onboarding/off‑boarding: device setup, account provisioning, de‑provisioning, access changes.
4. Prepare and distribute Trim Kits (laptop, charger, peripherals) for day‑one readiness.
5. Manage system configurations, application settings, integrations, and lifecycle updates.
6. Monitor and troubleshoot operational systems, partnering with vendors and internal teams.
7. Analyze application performance; recommend improvements or workflow enhancements.
8. Maintain user accounts, roles, permissions, and SSO/IDP platforms.
9. Support data flow, API connections, and system integrations between applications.
10. Train personnel on new tools, features, and best practices to enhance efficiency.
11. Resolve basic connectivity issues (Wi‑Fi, VPN, DNS, office network).
12. Provide mobile device support (iOS & Android) for email, chat, MFA, core apps.
13. Leverage automation, scripting, and AI tools to streamline processes.
**Required Skills**
- Proficiency with macOS, Windows, and mixed‑device environments.
- Hands‑on experience with SaaS platforms: Google Workspace, Slack, Zoom, JumpCloud, Monday.com, and comparable services.
- Ability to configure, deploy, and troubleshoot laptop hardware/software.
- Experience managing SSO/IDP platforms, user provisioning, and access controls.
- Basic networking concepts: Wi‑Fi, VPN, DNS, network connectivity.
- Familiarity with scripting/automation (PowerShell, AppleScript, Python, or similar).
- Strong problem‑solving, communication, and customer‑service skills.
- Capacity to work independently and coordinate with cross‑functional teams.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- Relevant certifications preferred: CompTIA A+/Network+, Microsoft MCSA/MCP, AWS Certified Cloud Practitioner, or Google Workspace Certification.