IT Service Specialist

ABOUT THE TEAM

 The IT Service Specialist is a member of the Information Technology (IT) team within Mural’s CISO's team. The IT Team is positioned to deliver enterprise class service and support to all Muralistas, following best practices in support, application management, and proactive service management. We value accountability, efficiency, resourcefulness, and going the extra mile as we strive for excellent customer satisfaction.

YOUR MISSION

 Your primary responsibility will be servicing a global remote workforce across a variety of hardware and software applications. While managing IT support responsibilities, you will also contribute to the team’s improvement efforts that seek to more quickly resolve issues and minimize problems before they occur.

WHAT YOU'LL DO

•  Provide proactive and ad-hoc support to resolve issues with computer hardware (mac, windows and linux), applications, and integrations

• Onboard new Muralistas, ensuring all assets and accounts are set up as needed for Day 1

• Manage user access and role settings across the many services we use and ensure all changes are within compliance

• Enforce compliance policies by actively monitoring statuses and settings

• Collaborate with peers and stakeholders on improvement efforts that seek to provide exemplary service to our users

• Contribute to knowledge base articles, empowering users to quickly address questions or problems

• Take ownership of tasks on projects with technology-related needs, such as integration configurations

• Use automation and AI-assisted tools to improve support workflows, documentation, triage, and issue resolution while maintaining security and compliance standards

• Identify repeatable support tasks and help design automations or AI-enabled solutions that reduce manual work and improve the support experience

• Partner with IT and security stakeholders to evaluate and apply practical AI use cases responsibly, with good judgment around privacy, accuracy, and handling of sensitive company data

• Working hours: US West coast time zone.

WHAT YOU'LL BRING

• 3-5 years technical support and/or customer service experience

• Working knowledge of PC technical support, systems administration, networking, and Windows and Mac operating systems (Linux a plus)

• Proven ability to troubleshoot complex technology issues

• Ability to identify and proactively address improvement opportunities

• Ability to provide remote technical support over chat, phone, and video

• Kindness, empathy, flexibility, patience, and commitment

• Ideally you have experience with MDM, Office365, Google Workspace, Jira/Atlassian suite

• Ideally you have certifications such as CompTIA, Microsoft, Apple, ITIL or KCS

• Coding or scripting experience is a plus

• Familiarity with AI-enabled productivity, support, or workflow tools is a plus

• Ability to assess when AI can accelerate work and when human judgment, security review, or escalation is required

• Understanding of responsible AI usage, including privacy, security, and handling of sensitive company data

• English level - advanced

 Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Equal Opportunity 

We will 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 contact us to request accommodation.