IT Systems & Support Specialist

IT Systems & Support Specialist

Guild Garage Group — Corporate IT

Role is 100% remote with occasional travel to company sites around the USA

Preferred locations: Pacific or Mountain Time Zones, Arizona and Utah residents a plus

Pay: $50,000-60,000 annually

About the Role

The IT Systems & Support Specialist is a versatile, hands-on position responsible for ensuring Guild’s employees, brands, and core systems operate smoothly. You will provide front-line and Tier 2 support across multiple brands, administer key applications (ServiceTitan, Microsoft 365/Entra ID, Intune/Autopilot, IBM MaaS360), and maintain reliable, secure networks (Wi-Fi, firewalls, VPN). This role partners with our co-managed helpdesk and internal teams to resolve issues, document solutions, and drive process improvements as we onboard new acquisitions and standardize technology across the group.

Key Responsibilities

End‑User & Brand Support

• Deliver responsive support via tickets, chat, and onsite visits; triage, troubleshoot, and resolve Windows/macOS, Office apps, printers, and peripheral issues.

• Onboard and offboard employees: accounts, licenses, devices, and access; ensure policy compliance and accurate documentation.

• Partner with the co‑managed helpdesk to meet SLAs and escalate effectively; contribute knowledge base articles and runbooks.

Application Administration & Support

• ServiceTitan: basic troubleshooting, user provisioning, permissions, MFA/SSO, integrations coordination, scheduled reports

• Microsoft 365/Entra ID: identity/access (MFA, Conditional Access), Exchange/Teams/SharePoint/OneDrive support, license management.

• Intune/Autopilot & Defender: device enrollment, compliance policies, configuration profiles, patching/AV health, and reporting.

• IBM MaaS360: mobile device enrollment, profiles, app protection, compliance monitoring, and issue remediation.

• Assist with other corporate systems (e.g., ADP, Sage Intacct, Beekeeper) in partnership with functional owners.

Network & Infrastructure

• Maintain reliable site networks: Wi‑Fi, switching, firewalls, VPN; assist with ISP coordination and circuit cutovers.

• Implement and validate VLANs, SSIDs, guest networks, and basic QoS to ensure strong performance for voice and field apps.

• Support conference room AV and connectivity; troubleshoot VoIP/telephony escalations in coordination with vendors.

Security, Compliance & Reliability

• Enforce security baselines across endpoints and apps (MFA, device encryption, conditional access, email security).

• Monitor endpoint posture (Defender/Intune/MaaS360) and remediate non‑compliance; contribute to incident response procedures.

• Support deployment and health of EDR/monitoring agents (e.g., Huntress) and participate in alert triage.

• Perform backups/restore testing for critical systems as assigned; document recovery steps.

Projects & Continuous Improvement

• Assist with brand migrations/onboarding (Microsoft 365 tenant consolidation, ServiceTitan standardization, telecom cutovers).

• Create and maintain SOPs, build/runbooks, and KB articles; drive repeatability and standardization across brands.

• Track support metrics (first response time, resolution time, ticket volume) and recommend improvements.

Qualifications

• Experience in an IT support/administrator role.

• Strong troubleshooting across Windows/macOS, browsers, networking (TCP/IP, DHCP/DNS), and common peripherals.

• Hands‑on experience with Microsoft 365/Entra ID and Intune/Autopilot; comfort with PowerShell is a plus.

• Experience with mobile device management (IBM MaaS360 or similar) and endpoint security/AV.

• Familiarity with modern Wi‑Fi and firewall platforms (Unifi/Fortinet/Meraki or similar).

• Customer‑first communicator able to translate technical issues for non‑technical users; excellent documentation habits.

• Nice‑to‑have: ServiceTitan administration/support experience; exposure to Sage Intacct, ADP, and Beekeeper.

Work Conditions

• Primary support for corporate and brand employees; occasional after‑hours maintenance or incident response.

• Travel to brand locations as needed for go‑lives or major incidents (estimate 10–25%).

How to Apply

Submit your resume and a brief note describing your experience with ServiceTitan, Microsoft 365/Intune, and mobile device management.

What we have to offer you!

• Competitive pay with incentives and mileage/travel reimbursement
• Benefits – Health, Vision, Dental, PTO, Holidays, 401k and matching
• Employee Discount
• Employee Referral
• You will be part of a world class family of residential services brands, that invests heavily in training and developing our people to position for continued success
• Our focus on growth will create many opportunities to take on more responsibilities and develop into senior roles

Guild Garage Group LLC is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, Garage Door Doctor may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

All candidates are required to undergo pre-employment Background and Drug Screenings, as well as a Motor Vehicle Record Check.

*This posting provides details on potential commissioned compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as a salary offer.