IT Support Specialist

🐶 Our mission

🚀 The opportunity

💻 The role

🛠 What you’ll do

• Provide hands-on and remote technical support for Windows and MacOS users, troubleshooting hardware, software, and connectivity issues for in-office and remote employees
• Manage user lifecycle processes including onboarding, offboarding, account provisioning, access permissions, and conference room technology setup
• Assist customers with installation, configuration, and troubleshooting of on-premises software on remote Windows servers via phone and email
• Document technical issues, resolutions, and system configurations while creating knowledge base articles for internal and customer use
• Respond to support requests via Slack, email, and phone in a timely manner, communicating technical information clearly to both technical and non-technical audiences
• Manage local network configuration, troubleshoot connectivity issues, and escalate complex technical problems to development or engineering teams as needed

💡 What we're looking for

• Proven experience providing technical support for Windows and MacOS environments
• Strong understanding of user access management and permissions systems
• Experience with remote support tools and techniques
• Knowledge of network fundamentals and troubleshooting
• Excellent communication skills, both written and verbal
• Ability to explain technical concepts to non-technical users
• Strong problem-solving skills and attention to detail
• Customer service mindset with patience and professionalism

🌟 What will make you stand out

• Experience with Windows Server administration and remote desktop protocols
• Familiarity with conference room AV systems and equipment
• Background in enterprise software deployment and support
• Experience working in dual-role environments (internal IT and customer support)
• Knowledge of ticketing systems and IT service management tools

💖 Why you should join Snout

• Fast growing, venture capital backed technology company focused on improving access to veterinary care
• Ability to have a meaningful impact from Day 1, where your voice and opinion matters
• Unlimited potential to grow in your career, learn and expand your skillsets
• Collaborative, flexible, and friendly culture

❌ Why this role might not be a fit for you

• You prefer to focus exclusively on either internal IT or customer support—this role requires you to balance both internal employee needs and external customer technical issues daily
• You're looking for a highly specialized role in one technology area—this position requires broad generalist skills across Windows, MacOS, networking, server administration, and various software platforms
• You prefer working standard business hours only—supporting remote employees and customers may occasionally require flexibility outside of typical 9-5 schedules
• You're seeking a role where you can pass off documentation to someone else—creating and maintaining knowledge base articles and detailed technical documentation is a core responsibility, not an optional task
• You work best when you can focus on one task at a time—this role requires constant context-switching between employee support requests, customer issues, and ongoing IT projects
• You prefer minimal customer interaction or find it draining to explain technical concepts to non-technical audiences—a significant portion of this role involves patient communication with users of varying technical skill levels

💸 Compensation

• $55 000 - $80 000 base salary

⚕️Benefits

• Day 1 medical/dental/vision benefits
• Flexible time off + 11 Snout calendar holidays
• Paid parental leave