Job Description
Job Description
Collective Power, Independent Spirit. LaunchPad Home Group is a family of home services brands that share relationships, support systems, best practices, and capital bases to ultimately enhance the homeownership experience.
We are seeking to hire a Senior IT Support Specialist to join our versatile IT team. The primary focus of this role, especially in the first 6-12 months, is to provide exceptional, senior-level technical support, with a heavy emphasis on the Google Workspace ecosystem.
The ideal candidate is a "people-first" technologist, someone with outstanding communication skills and a passion for solving user problems. While this is a support-heavy role initially, we are looking for an individual with the aptitude and ambition to grow into a key automation resource for the team. They will start by executing and improving on our existing IT strategies and will be given opportunities to develop skills in modern automation platforms.
At LaunchPad, we pride ourselves on an employee-first culture, extensive benefits, and career development. If you’re looking for a fast-paced, start-up environment where you can bring your IT expertise to the forefront and contribute to the growth of our brands, at a company that supports your growth and acknowledges your contributions, JOIN OUR TEAM!
Key Responsibilities
- Serve as the primary point of contact for all employee technical support issues, providing timely resolution for both onsite and remote team members and brand partners.
- Manage the entire lifecycle of user endpoints, including laptops, mobile devices, and other IT equipment (only if local to Austin). Troubleshoot and resolve hardware, software, and peripheral issues, including common problems with Windows 10/11 MacOS operating systems (e.g., sound and monitor connection).
- Act as the "face of IT" for newly acquired companies, providing dedicated support to ensure a smooth technical onboarding experience.
- Administer and maintain core technology platforms, with a primary focus on Google Workspace. This includes user account management, email setup, and administering applications like Docs and Drive.
- Manage user access controls, permissions, and security settings for various systems and applications. Execute and continuously improve IT processes for onboarding, offboarding, and software access.
- Automate repetitive tasks using low-code/no-code platforms.
- Administer Hubspot and other key applications.
- Communicate any needed system changes to the rest of the team.
- Document technical procedures, system configurations, and troubleshooting steps.
- Create and maintain knowledge base articles for both IT technicians and end-users.
- Stay up to date with industry trends and best practices to recommend process improvements. Ensure a high level of internal client satisfaction and communicate any needed system changes to the team.
Qualifications & Skills
Experience:
- 3 - 5+ years in a senior IT support or systems administration role with proven experience in a fast-paced, user-facing support role.
- Expert-level administration of Google Workspace is the most critical technical requirement, with deep experience in Gmail, Drive, Groups, Admin Console security settings, and user management.
- A strong understanding of modern endpoint management for both Windows and macOS, as well as general IT infrastructure, including DNS/Domain management, network protocols, and basic network troubleshooting.
- Exceptional communication, writing, and interpersonal skills with the ability to explain technical concepts to non-technical users, build relationships, and manage projects effectively.
- Strong analytical and problem-solving skills, with a creative approach to balancing urgent needs and long-term projects while interpreting data to provide actionable insights.
- A self-starter with the ability to work calmly and collaboratively in a fast-paced, deadline-driven environment. You must be highly organized, detail-oriented, and able to work with limited supervision while maintaining good judgment.
Extra’s:
- Experience managing a business VOIP phone system (e.g., RingCentral, Dialpad, GoToConnect).
- Familiarity with CRM administration, specifically Hubspot, in a support capacity.
- Experience working in an agile or "pod-based" team structure.
- A proven track record of improving processes or creating helpful documentation in a previous role.
- Some experience in web hosting and DNS management (Cloudflare).
- Relevant certifications (such as CompTIA A+, Microsoft Certified Professional, or Google Workspace certifications) are a plus.
What does it take to work at LaunchPad?
- Flexibility and agility
- A high-growth mindset
- Proactive problem solving
- A love of collaboration and working cross-functionally
- Initiative: Identifying opportunities to improve not only IT but the product, service, and organization as a whole
If this piques your interest, apply today and chat with our recruitment team further.