IT Systems & Support Specialist

ABOUT WE ARE ROSIE

By advocating for remote work, inclusion, and flexibility, We Are Rosie has changed how big brands build their marketing teams and unlocked thousands of opportunities for marketers, especially those marginalized by how work traditionally happened. From our start as a team of three based in Atlanta, We Are Rosie has cultivated a community of 35,000 marketers spread across North America dedicated to solving real brand challenges, without the retainers, unnecessary layers, or wasted time of traditional models. 

The Role

We’re looking for an IT Systems & Support Specialist to lead and evolve our technical support function. This role combines hands-on IT support, systems administration, and technical troubleshooting with process improvement and operational leadership. 

You’ll serve as the go-to resource for resolving complex technical issues, supporting internal teams and our Rosies, and building scalable systems that improve how we work. This is role ideal for someone who enjoys being both in the details and improving the bigger picture.

This is a full-time position that can work from anywhere within the United States.

Technical Support & Issue Resolution

• Serve as the primary escalation point for technical issues across systems, tools, and user environments
• Provide day-to-day IT support to internal team members, Rosies, or external partners 
• Troubleshoot hardware, software, access, and system-related issues with a strong sense of ownership and urgency
• Resolve logged errors and support requests within defined service level agreements

Systems Administration & IT Operations

• Manage user lifecycle processes, including onboarding, offboarding, access provisioning, and permissions
• Monitor system performance, hardware health, and software reliability, and provide options and recommendations for resolving

Process Improvement

• Design and optimize support workflows and escalation paths
• Research and present creative solutions for clients with complex IT Operations and equipment needs
• Collaborate with internal and external partners to identify trends in support issues and proactively implement solutions to reduce volume and improve efficiency
• Build and maintain a knowledge base, documentation, and troubleshooting guides
• Implement tools and systems to track performance, ticket volume, and resolution times

Training & End-User Support

• Train team members on hardware usage, system tools, and software functionality
• Create clear, accessible documentation and resources to support self-service where appropriate
• Act as a trusted, approachable resource for technical questions and guidance

Data, Systems & Cross-Functional Support

• Support data transfers, system testing, and implementation of new tools or reports
• Assist with maintaining databases and ensuring data integrity and security best practices
• Ensure the We Are Rosie team has the best possible IT infrastructure with proactive troubleshooting, communicating and planning. 
• Support system upgrades, software updates, and implementation of new technologies
• Own and continuously improve the organization’s security program maturity, including prioritizing and driving remediation of risks
• Support and provide responses for client driven security questionnaires (RFPs, due diligence requests etc.) ensuring accuracy, consistency and timely delivery
• Drive cybersecurity readiness initiatives and lead or support security assessments
• Partner cross-functionally to remediate findings from audits, assessments and tests
• Maintain security audit performance, supporting successful outcomes for annual audits

Requirements 

• 4–6 years of experience in IT support, technical support, or systems administration
• Strong troubleshooting skills across hardware, software, and cloud-based systems
• Experience managing user access, onboarding/offboarding, and system administration
• Experience with ticketing systems and SLA-driven support environments [Click Up Preferred]
• Ability to manage multiple priorities and respond effectively in a fast-paced environment
• Clear, empathetic communication skills with both technical and non-technical audiences 
• Experience with SaaS tools and modern tech stacks (Google Workspace, Slack, Okta, etc.)
• Experience supporting distributed or remote teams