Specialist, IT Operations

Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes. We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.  We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off 
• Equity in a rapidly growing startup backed by top-tier VCs
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

Role Overview

As a Specialist, IT Operations, you will be instrumental in ensuring the seamless operation of our technology infrastructure. This position is ideal for a tech-savvy individual with a passion for troubleshooting and a customer-centric approach. You'll provide hands-on support for both macOS and Windows environments, assist in onboarding new applications, and contribute to process automation initiatives. Your role will also involve supporting a diverse user base, including executives, both in-person and remotely.

This is a hybrid position that requires working in-office based on business needs.

What you do each day:

• Provide first-line technical support for hardware and software issues, with a focus on macOS systems; Windows support is a plus.
• Troubleshoot and resolve issues related to laptops, mobile devices, printers, and other peripherals.
• Assist in the onboarding and offboarding process, including setting up user accounts, configuring devices, and ensuring access to necessary applications.
• Support the integration and deployment of new applications, collaborating with the IT team to ensure compatibility and security.
• Maintain accurate documentation of IT procedures, configurations, and support tickets.
• Manage equipment inventory, including procurement and coordination with third-party logistics (3PL) vendors for shipping.
• Provide exceptional customer service to all employees, addressing technical issues promptly and professionally.
• Participate in an on-call rotation to provide urgent off-hours support.
• Stay updated on emerging technologies and best practices in IT operations.

Qualifications:

• 1–2 years of professional experience in IT support or a related field.
• Proficiency in macOS troubleshooting; familiarity with Windows environments is advantageous.
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Familiarity with mobile device management (MDM) tools such as Jamf and Microsoft Intune.
• Experience with identity and access management platforms like Okta is a plus.
• Strong problem-solving skills and the ability to think methodically through technical issues.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused mindset with a commitment to providing high-quality support.
• Ability to work both independently and collaboratively in a hybrid work environment.
• Desire to learn and adapt to new technologies and processes.

What will help you succeed:

• Growth Mindset: Desire to continuously learn new technologies, frameworks, and operational practices.
• Collaboration Skills: Comfort working cross-functionally with internal stakeholders, external vendors, and global teams.
• Analytical Thinking: Ability to dissect complex technical issues, identifying root causes and assisting in the development of solutions.
• Adaptability: Comfort with rapidly changing technologies and the agility to adjust to evolving IT landscapes and organizational needs.
• Customer-Centric Approach: Commitment to providing exceptional support to all users, from new hires to executives, ensuring their technical needs are met with professionalism and empathy.
• Team Collaboration: Ability to work collaboratively within a team, sharing knowledge and supporting colleagues to achieve common goals.
• Problem Ownership: Willingness to take the initiative on challenges, propose solutions, and se