IT Support Specialist
Job description
Are you the person friends and family call when their tech stops working? Do you get a kick out of fixing a problem and watching someone get back to their day? How about being the go-to person for technology at a cybersecurity company?
You're patient, curious, and never happier than when you're figuring out why something isn't working. Whether it's a frozen laptop, a conference room that won't connect, or a new hire's first morning, you stay calm and get people back to work.
As a cloud-based IT organization, we're breaking the traditional mold and thinking creatively about how we can make the day-to-day life of our employees simple. We're always looking for innovative solutions, and we need someone with the wit and determination to help us achieve our goals.
In this role, you'll be the first point of contact for end-users who need technical help and the face of IT at our HQ in Herndon, VA. You'll resolve everyday device, account, and app issues, keep our conference rooms and shared spaces running smoothly, and make sure every new hire starts with the access and equipment they need. It's an onsite role, so you'll be the person who makes sure the technology people walk up and touch works exactly like it should.
If you're up for the challenge, we want to hear from you!
What Expel can do you for you
- Provide the autonomy to find problems and propose solutions.
- Give you hands-on experience with a modern, cloud-first IT stack.
- Surround you with a team of problem solvers.
- Ensure you get support, mentoring, and feedback to make you successful.
What you can do for Expel
- Be the first point of contact for end-users who need technical help, and escalate anything that needs admin or engineering changes.
- Keep end-users updated on the status of their requests.
- Provide friendly and unflappable walk-up and break-fix support for IT-owned systems at HQ, including conference room, AV, kiosk, and shared-space technology.
- Run new-hire onboarding sessions and make sure new hires have access on day one.
- Make sure assets ship and come back on time, working with our device lifecycle vendor.
- Help end-users get the most from our tools through one-on-one, small group, and organization-wide training sessions.
- Keep our end-user documentation and IT knowledge base current.
- Spot recurring issues in tickets and recommend improvements.
What You Should Bring With You
- Strong troubleshooting skills, with a desire to get to the root of an issue.
- Experience supporting macOS and Windows devices.
- Familiarity with cloud platforms such as Google Workspace, Slack, Zoom, 1Password, and Atlassian products like Confluence and Jira.
- Familiarity with identity platforms such as Okta, including helping end-users with sign-in and MFA issues.
- Familiarity with conference room and shared-space technology, like Zoom Rooms and Neat devices.
- Understanding of basic networking concepts such as VLANs, subnets, and wireless troubleshooting.
- Familiarity with a ticketing system such as Jira Service Management.
- Comfort using AI tools like Claude and Gemini to speed up day-to-day work.
- Excellent customer service and communication skills, with a habit of treating colleagues like customers.
- Capacity to balance interrupt-driven tasks with planned work.
- 1+ year of professional experience in IT support, help desk, or a related role.
- CompTIA A+, CompTIA Network+, or Jamf Certified Associate - Jamf Pro is a plus.
- An associate's degree or credible panache.
Additional notes
This is an onsite, in-person role at Expel’s HQ in Herndon, Virginia, with the expectation of being onsite 3 to 5 days per week. Applicants must be located within the Washington D.C. metropolitan area.
The base salary range for this role is between $57,000 USD and $82,000 USD, with a target range of $60,000 to $77,000, plus bonus eligibility and equity.
We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.
We're only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.
We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.
#LI-Onsite
Salary Range$57,000—$82,000 USDSkills mentioned
Security that makes sense. We make it easy for your to detect, understand, and fix issues fast. How we got started (not in a garage… but in a barn) It was a tweet. ¯\(ツ)/¯ Seriously, when co-founders Dave Merkel, Yanek Korff and Justin Bajko saw @rickhholland tweet back in late 2015 that MSSP customers had endured “the customer service equiv. of taxi drivers” they saw an opportunity. What we found: alerts without any good answers. Digging deeper, we saw three big problems that were dragging the security industry down. Too many confusing security products delivering reams of alerts Not enough security talent to prioritize the alerts and effectively manage the risk MSSPs who had failed to deliver on their promises and there were no good solutions. Some companies were looking at managed detection and response (MDR) providers – but MDRs added a new expense without replacing MSSPs. Most customers were suffering in silence with no alternative. Our vision (it’s a bit unorthodox but we DO believe that you can love security) Remember how IT used to run wires and rack servers? Thanks to cloud computing and web services they don’t do that anymore. But if you’re in security you still spend the majority of your time in the weeds massaging alerts and operating products. Or worse, you can’t afford (or find) the people and technology to even do that. We want to flip that equation and create space for you to do what you love about security (even if that’s thinking about it as littleas possible). Our Approach (so radical we had to talk ourselves into it) We think our approach is pretty unique. It starts with transparency. We’re busting up the proprietary black-box approach that MSSPs and MDR providers take. In our hold-your-cards-close-to-your-chest industry that’s the radical part. Here’s what we do… We use the security products you’ve already bought Our analysts investigate alerts and monitor your environment When we find a problem we tell you exactly what to do about it We also tell you how to fix the root cause of problems that happen over and over …that’s it! Transparency means that you can look behind the curtain while we’re doing ^this^ and see anything (or everything) our analysts are doing for you 24×7 while they’re doing it. Heck, we’ve even built it so you can jump in and work collaboratively with our analysts if you want. Either way, we’ll give you answers to these questions (not more alerts). What’s happening in my environment? What do I need to care about and why? How do I resolve this incident? How can I become more resilient?
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