IT Support Specialist IV

Why Lytx:

At Lytx, the employee technology experience is mission-critical. Our IT Support Specialists ensure that experience is reliable, secure, and friendly—so teams can do their best work every day. You’ll grow your technical depth while practicing disciplined service management and polished customer care in a fast-moving environment.

Position Overview

The IT Support Specialist IV role represents an advanced level in our support career path. You’ll own complex issues end-to-end, mentor junior team members, and lead small continuous-improvement efforts that raise the bar for process, communication, and user experience. This is a hands-on onsite role supporting our San Diego headquarters.

What You’ll Do

·         Deliver onsite and remote support for end-user devices, operating systems, and collaboration tools (Windows, macOS, Microsoft 365, Teams/Zoom, iOS/Android).

·         Troubleshoot complex incidents independently, ensuring timely, high-quality resolution or clean, well-documented escalation.

·         Prioritize effectively across multiple channels and SLAs; maintain strong ticket hygiene in the ITSM platform.

·         Provide clear, proactive communication with requesters and stakeholders; set expectations and follow through to closure.

·         Lead small continuous-improvement efforts such as KB clean-ups, intake refinements, or workflow streamlining.

·         Mentor junior specialists on process discipline, customer etiquette, and workspace standards.

·         Support asset lifecycle activities—imaging, setup, swaps/loaners, shipping/receiving, and inventory hygiene.

·         Demonstrate expertise in one or more domains (e.g., Intune/Jamf, collaboration tooling, conferencing/AV).

·         Model professionalism: maintain a clean, organized bench and welcoming, audit-ready front-desk area.

·         Uphold IT security practices and company policies (MFA/SSO, acceptable use, access controls).

What You Need

·         Experience: 4+ years in IT end-user or desktop support, including both Windows and macOS environments.

·         Technical skills: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Zoom, Intune or Jamf, basic networking (Wi-Fi/DNS/VPN), MFA/SSO, and remote-assist tools.

·         Process discipline: Consistent ITSM usage, accurate categorization/prioritization, and clean handoffs.

·         Service mindset: Exceptional written and verbal communication; clear, empathetic, and proactive updates.

·         Ownership: Drives issues to verified resolution; manages ETAs and follow-ups without supervision.

·         Continuous improvement: Contributes to KB/SOP content and implements measurable workflow enhancements.

·         Professional presence: Polished, trustworthy, and customer-focused in all interactions.

Preferred Qualifications

·         Certifications: ITIL Foundation (expected within 6 months if not already held).

·         CompTIA A+, Apple or Microsoft support certifications a plus.

·         Intune or Jamf credentials or demonstrable expertise highly valued.

·         Track record of documented CI (projects or KB/SOP contributions) demonstrating measurable impact.

Benefits:

• Medical, dental and vision insurance 
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
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