IT Support Specialist

Job Title: IT Support

Hybrid Schedule: Based out of our Naples, FL office, with the flexibility to work remotely while maintaining a regular on-site presence for hardware processing and local support.

Summary/Objective: As the IT Support Specialist, you are the backbone of Ezderm’s internal technology operations. You will provide mission-critical support to our global team members in the United States and Serbia, ensuring every employee has the hardware and software they need to succeed. This is a high-impact, hybrid role that blends technical troubleshooting, global asset logistics, and strategic project assistance for our CTO and Development teams.

Essential Duties and Responsibilities:

• Tier 1 & 2 Internal Support: Act as the primary point of contact for all internal tech issues (macOS, iPadOS, and software) for our US and Belgrade-based employees.
• Remote Troubleshooting: Utilize MDM and remote-access tools to resolve hardware and software friction across multiple time zones.
• Onboarding/Offboarding: Manage the technical lifecycle of employees, including setting up user accounts, configuring workstations, and revoking access for departing staff.
• Logistics & Procurement: Own the "Shipping & Receiving" lifecycle for company hardware. You will coordinate the secure delivery of laptops and peripherals to our remote US team and our international office in Serbia.
• Inventory Mastery: Maintain an accurate, real-time database of all company assets. Ensure hardware is refreshed, repaired, or decommissioned according to company policy.
• Apple Ecosystem Expert: Serve as the in-house expert for our Mac and iPad-heavy environment, ensuring all mobile devices are optimized for the Ezderm platform.
• CTO & Dev Team Support: Assist the CTO with infrastructure projects, security audits, and the implementation of new internal tools.
• Environment Testing: Help the Dev team simulate hardware environments for troubleshooting or testing new Ezderm builds on various iPad models.
• Perform other duties as assigned to support Ezderm’s client success.

Qualifications:

• High School degree or equivalent required; Associate’s or Technical degree in IT/Computer Science preferred.
• Proven experience troubleshooting iOS/iPadOS and cloud-based applications.
• 3+ years in a dedicated IT Support or Help Desk role. Experience supporting a global/remote workforce is a major plus.
• * Expert-level knowledge of macOS and iPadOS*
• Advanced Troubleshooting: Strong analytical skills with the ability to think like a debugger when facing hardware or software failures.
• Familiarity with Mobile Device Management (MDM) software (e.g., Okta, Jamf, Kandji).
• Highly organized with experience in international shipping/customs (specifically for electronics) or a willingness to master it quickly.
• Communication: Excellent verbal and written skills; ability to explain technical workarounds to non-technical users.
• Mobility: Ability to travel domestically (up to 20%) as needed.

Equal Employment Opportunity Statement: Ezderm values diversity in the workplace and among our partners, clients and other stakeholders.

Ezderm provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity or expression, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, Ezderm is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity or expression, disability, marital status, veteran status, genetic information or any other status protected by law.

Disclaimer: Ezderm is an at-will employer and this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Naples, FL 34103