Doma

IT Support

• Serve as the first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone
• Troubleshoot and resolve Tier 1 hardware, software, Windows, macOS, Microsoft 365, connectivity, VPN, and access issues
• Assist with selected Tier 2 issues under guidance and document diagnoses and outcomes
• Assess impact and urgency, meet service expectations, and provide timely updates
• Escalate unresolved, high-impact, or security-sensitive issues through defined paths
• Support employee onboarding, device preparation, account creation, MFA enrollment, and day-one readiness
• Complete offboarding tasks, including account actions, asset recovery, and license reclamation
• Fulfill identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes
• Track equipment assignments, returns, shipments, and device reimaging in Snipe-IT or the designated asset management system
• Participate in cybersecurity cross-training and follow access governance, change control, data handling, and incident escalation procedures
• Recognize and report suspicious activity such as phishing, unusual access behavior, and potentially compromised devices
• Record troubleshooting steps and resolutions in the ITSM; create knowledge articles, FAQs, and quick guides
• Use approved AI-enabled automations, review outputs for accuracy and security, and identify opportunities for self-service or automation
• Participate in service reviews and recommend improvements to employee support and operational readiness

IT Specialist

• Serve as the first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone
• Troubleshoot and resolve Tier 1 hardware, software, Windows, macOS, Microsoft 365, connectivity, VPN, and access issues
• Assist with selected Tier 2 issues under guidance and document diagnoses and outcomes
• Assess impact and urgency, meet service expectations, and keep employees informed
• Escalate unresolved, high-impact, or security-sensitive issues to IT leadership and appropriate Security, Engineering, or managed service resources
• Support employee onboarding by preparing devices, coordinating account creation, enrolling MFA, and confirming day-one readiness
• Complete offboarding tasks, including account actions, asset recovery, and license reclamation
• Fulfill identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes
• Track equipment assignments, returns, shipments, and reimaging in Snipe-IT or the designated asset management system
• Participate in cybersecurity cross-training and follow access governance, change control, data handling, and incident escalation procedures
• Recognize and report phishing, unusual access behavior, and potentially compromised devices
• Record troubleshooting steps and resolutions in the ITSM
• Create and maintain knowledge articles, FAQs, and quick guides
• Use approved AI-enabled automations and review outputs for accuracy and security
• Identify automation opportunities, participate in service reviews, and recommend operational improvements