• Define and maintain the information security strategy, standards, and roadmap, aligned to applicable regulations, rules, and security best practices. • Steer security architecture across a cloud-native environment, defining secure-by-design patterns for microservices, APIs, and shared platform services. • Establish and govern secure software development lifecycle (secure SDLC) practices, embedding automated security controls into CI/CD pipelines. • Define and drive adoption of cloud security guardrails - identity, network segmentation, encryption, secrets management, and configuration baselines. • Build and run security monitoring, logging, and threat detection across cloud, infrastructure, and application layers. • Lead the security incident response lifecycle - preparation, detection, containment, eradication, recovery, and post-incident review - and act as incident commander for security events. • Own vulnerability and threat management: scanning, risk-based prioritization, remediation tracking, and reporting across infrastructure, containers, and application code. • Plan and coordinate penetration testing and offensive-security exercises (in-house or co-sourced) and drive findings to closure. • Govern identity and access management, privileged access, and least-privilege principles across cloud and corporate systems. • Define and oversee data protection controls - encryption, key management, data classification, and loss prevention - for sensitive and cardholder data. • Secure corporate IT and office infrastructure, including endpoints, networks, and productivity and collaboration platforms. • Partner with Engineering and DevOps teams to make the secure path the easy path, providing tooling, standards, threat modelling, and design reviews. • Provide security input into architecture and change decisions, including the adoption of new technologies and third-party services. • Run security awareness and phishing-resilience programs for technical and non-technical staff. • Implement and evidence the technical security controls underpinning PCI DSS, ISO 27001, and SOC audits. • Monitor the evolving threat landscape and emerging security technologies. • Act as a key member of the internal security center of excellence and contribute to cross-functional security working groups. • Build, lead, and mentor a small security team. • Report security posture, key risks, and metrics.

• Providing exceptional customer service and support to employees regarding hardware, software, and network issues. • Diagnosing and resolving technical problems via phone, email, and in-person interactions. • Assisting with the setup, configuration, and maintenance of computer systems and peripherals. • Documenting and tracking support requests in our ticketing system to ensure timely resolution and follow-up. • Collaborating with IT team members to identify and implement improvements in processes and systems. • Conducting training sessions for employees on new software and technology tools. • Staying updated on the latest technology trends and best practices to enhance service delivery. • Participating in IT projects and initiatives as needed.

Role Description The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users. Key Responsibilities - Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met - Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools - Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune - Support Azure AD / Entra ID for identity and device management - Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues - Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting - Document all cases clearly and accurately within the company's ticketing platform (ServiceNow, Jira, Zendesk, or similar) - Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates - Proactively follow up with end users on open tickets and ensure timely resolution - Identify recurring problems and recommend improvements in processes, documentation, or configuration - Maintain and update internal knowledge base articles and end-user documentation - Collaborate closely with US-based IT leadership on escalations and larger IT initiatives Qualifications - Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity - Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting - Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders - Reliable availability for a full nightshift schedule aligned to US Pacific Time - Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune - Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux - Practical support experience with macOS and Apple hardware in a business environment - Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications - Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision - Stable home internet connection and a suitable work-from-home setup Preferred Qualifications - Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator, Azure Administrator Associate, or Apple Certified Support Professional - Experience supporting a US-based media, publishing, or events company - Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools - Experience building dashboards or reports from ticketing system data

Role Description We're looking for an experienced and proactive IT Support Specialist II (EDT, MST, CST timezones preferred) to join our team. In this mid-level role, you'll be instrumental in managing our IT infrastructure, resolving complex technical issues, and guiding junior team members. You'll take ownership of technical challenges, contribute to the improvement of IT processes, and collaborate with other teams to ensure our IT operations are efficient and effective. This position is ideal for a skilled IT professional who is ready to take on a larger role in technical support and is passionate about process improvement. Key Responsibilities - Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis. - Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems. - Administer and maintain IT infrastructure, including user account management, access control, and other critical systems. - Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness. - Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team. - Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications. - Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions. - Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software. - Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools. - Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends. - Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring you are understood. Qualifications - Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications. - 3-5 years of experience in an IT support role. - In-depth understanding of hardware, software, and IT environments. - Proven experience in advanced troubleshooting and problem resolution. - Strong understanding of networking concepts. - Knowledge of administering and maintaining IT infrastructure including Okta and Google Workspace. - Proficiency in macOS and Windows environments. - Awareness of scripting languages, no code automation tools, and infrastructure as code technologies. - Ability to implement IT best practices and processes. Core Competencies - Customer Service: A strong commitment to providing prompt and effective support to end-users with a patient and empathetic approach. - Communication Skills: Communicates clearly and concisely with both technical and non-technical stakeholders, actively listening and ensuring you are understood. - Documentation: Creates and maintains comprehensive documentation for IT infrastructure and processes, sharing knowledge with the team. - Process Improvement: Proactively identifies opportunities to enhance IT support processes and implements solutions to increase efficiency. - Proactive Learning: A strong desire to learn and expand your technical knowledge. - Collaborative Problem-Solving: Acts as a resource for troubleshooting across the organization, working with other IT teams to address complex issues. Location This is a remote position with candidates in the Central, Mountain, and Eastern timezones preferred, with the ability to flex hours as needed. At this time, we are unable to provide visa sponsorship for this position, now or in the future. Benefits - Remote-First Culture - We supported #remotelife long before it was a given. We'll keep promoting it. - Competitive Salary & Equity - Comprehensive Medical, Dental, and Vision Plan Offerings - Life and disability coverage including voluntary options - Parental Leave - up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements (Birthing parents may be eligible for additional leave through STD) - 401K Company Contribution - Openly contributes 3% of the employee's gross income, even if the employee does not contribute. - Work-from-home stipend - We provide a $1,500 allowance to spend on setting up your home workplace - Monthly internet stipend — We provide a $75 monthly stipend each month - Annual Professional Development Fund: Each employee has $2,000 in professional development (PD) funds to spend on activities or resources annually. - Be Well Program - Employees receive $50 per month to use towards your overall well-being - Paid Volunteer Service Hours - Referral Program and Reward - Depending on position, Employees generally are eligible for cash incentive compensation, including commissions for sales eligible roles.