Senior Information Technology Support Specialist

About Hearth

Hearth exists because 50-80% of small businesses in the trades (Roofers, Plumbers, etc.) fail within their first five years. Our mission is to change that forever, and empower small business contractors to build and grow successful companies.

In the last few years, we’ve built an all-in-one platform that helps SMBs grow sales, protect profits, and save time. With over 10,000 customers, Hearth is a vertical SaaS platform powered by a financial services layer that is currently powering billions in home improvement projects. We are growing, profitable in our base case, and are working to disrupt a fragmented, underserved, $600B market. 

Backed by the same investors as SpaceX, Stripe, Palantir, Airbnb, Rippling, Affirm, Brex, and OpenAI (Founders Fund, 8VC, Human Capital), we aim to protect small business entrepreneurship in America, redefine what is possible in running a trades business in today’s rapidly changing world, and bring forth a future where every small business owner in the trades can succeed, despite not having a fancy pedigree, special connections, or access to deep pockets.

The Opportunity

We are seeking a skilled and dedicated Senior IT Support Specialist to join our dynamic team. The ideal candidate has deep expertise in managing Apple products and a strong foundation in cloud-based systems and administrative tools helping to ensure our infrastructure is secure and compliant with SOC2 standards.  They are passionate about MacOS and Apple ecosystems, possess in-depth knowledge of Google Workspace administration, and have hands-on experience supporting specialized systems like Dialpad and Atlassian Jira Service Manager.   In addition, you’ll provide core technical assistance and support to our employees, ensuring the smooth operation of computer systems and networks. Your expertise and problem-solving abilities will contribute to the overall efficiency and productivity of our organization. 

What You’ll Do

MacOS Systems Administration & Support:

• Own the support and management of MacOS devices across the company, from day-to-day troubleshooting to long-term device lifecycle management
• Configure, deploy, and maintain MacOS systems using tools and solutions to ensure devices are secure, efficient, and user-friendly
• Provide technical support to end-users, quickly resolving issues related to MacOS, network connectivity, software installations, and hardware failures
• Continuously monitor and manage software updates, patches, and system upgrades for MacOS devices to minimize disruptions and security risks
• Oversee Administration of Google Workspace, Google Drive, and Google Sites to optimize usage of tools ensuring efficient collaboration
• Work closely with cross-functional teams to optimize workflows, integrating MacOS systems with key business applications and cloud services (e.g., G Suite, Slack, etc.)

Enterprise Systems & Scalability:

• Help scale and provide solutions as the IT infrastructure at the company grows, ensuring the MacOS devices and enterprise applications continue to run smoothly as the team expands
• Utilize Rippling systems to collaborate with other departments (HR, Operations, Compliance) to streamline employee onboarding and offboarding processes, payroll, provisioning devices, accounts, and permissions in a seamless and secure manner.
• Implement automation to reduce manual processes and improve overall efficiency

SOC2 Compliance and Security:

• Play a key role in ensuring the company meets SOC2 compliance requirements by implementing security measures and controls specific to MacOS systems.
• Assist in the preparation and execution of SOC2 audits, working to provide documentation, evidence, and support
• Utilize and support the Vanta platform for security and compliance needs
• Enforce security policies across devices
• Proactively identify and address potential security vulnerabilities or compliance gaps in systems and infrastructure
• Use Jira to build automations that improve ticketing processes and increase team efficiency

User Support & Collaboration:

• Pr