IT Support Specialist

About Convo Communications LLC

Founded in March 2009, Convo is the world’s largest Deaf-owned business with over 500 employees serving five countries in ten different languages.

Here at Convo, we believe that conversations are the key to enhancing the lives of 70 million Deaf individuals and the people around them. By creating solutions to address the experience deprivation that many Deaf people face, we can have a lasting and positive impact on their daily lives.

About the role

The IT Support Specialist plays a critical role in ensuring seamless technology operations across Convo’s global network. Operating primarily on-site in a collaborative environment, this position supports the technical needs of internal staff, remote Video Interpreters (VIs), and global customers by troubleshooting hardware, software, and SaaS applications while proactively optimizing systems for performance, reliability, and security.

This role partners closely with Customer Success, Sales, Product, and Operations teams to deliver exceptional technical support and service, and it is instrumental in Convo’s mission to transform how the world connects.

Regular on-site attendance is required (Monday through Friday, 9:00 a.m. – 5:00 p.m.), with occasional remote work during on-call rotation for evenings and weekends to support urgent operational needs. Occasional travel may also be required to support call centers, infrastructure projects, or technology rollouts.

What you'll do

Global Support & Operations

• Provide technical support across time zones using a follow-the-sun model, ensuring seamless 24/7 operations and effective handoffs
• Engage with a diverse, global workforce and customer base with cultural sensitivity, inclusivity, and clear communication
• Partner with the project manager and cross-functional teams to support technology rollouts in new regions and evolving markets

Technical Support & Troubleshooting

• Deliver end-to-end support for internal staff, remote VIs, and customers across hardware, software, and SaaS environments
• Monitor support channels (e.g., Slack, VP, email, ticketing systems) and respond promptly to issues, escalating when necessary
• Proactively identify, diagnose, and resolve recurring issues to minimize downtime and optimize system performance

Incident, Ticket & Escalation Management

• Manage high-volume tickets in JIRA or similar systems with timely responses, accurate documentation, and SLA compliance
• Define escalation workflows and partner with Product and Engineering teams to resolve complex technical issues
• Track incident trends, recommend preventive solutions, and maintain clear communication throughout resolution

Systems, Infrastructure & Security

• Install, configure, and maintain workstations, laptops, mobile devices, and remote management tools across multiple environments
• Coordinate equipment setup, shipping, and retrieval for employee onboarding and offboarding, ensuring devices are properly prepared, secured, and deployed
• Support infrastructure at call centers and remote sites, including occasional travel for deployments or maintenance
• Assist with internal and external security audits, implement compliance measures, and maintain secure IT operations

Customer Experience & Cross-Functional Collaboration

• Provide Tier 2/3 support for customers and VIs, ensuring timely resolution and a seamless user experience
• Collaborate with Sales and Customer Success teams on pre-sales technical conversations and post-deployment support
• Serve as a trusted technical partner to non-technical departments, contributing to cross-functional projects and initiatives

Documentation, Assets & Continuous Improvement

• Create and maintain IT knowledge bases, troubleshooting guides, and user self-service resources
• Manage the full lifecycle of IT assets and licenses — including provisioning, assignment, returns, reimaging, and deactivation
• Contribute to process improvements, automation, and mission-aligned initiatives that enhance service quality and efficiency

Qualifications

Minimum Requirements

• Minimum of 3 years of IT support, help desk, or technical operations experience
• Advance knowledge of both Apple (macOS) and PC (Windows) operating systems, including configuration, troubleshooting, and deployment
• Minimum 1-2 years experience with Google Workspace administration, JIRA or similar ticketing systems, and enterprise SaaS environments
• Proficiency with remote device management tools, remote desktop support, and device monitoring solutions
• Proven ability to diagnose, document, and resolve complex technical issues across a diverse global workforce
• Excellent communication, collaboration, and problem-solving skills with the ability to work cross-functionally with non-technical stakeholders
• Strong organizational skills with high attention to detail and the ability to manage multiple priorities in a fast-paced environment
• Availability for on-site work Monday through Friday, 9:00 a.m. – 5:00 p.m., with occasional on-call remote support during evenings or weekends
• ASL fluency or experience working with the Deaf and Hard of Hearing community is highly desirable

Additional Requirements

• Must have reliable transportation for daily commuting to the primary worksite.
• Reliable high-speed internet connection for remote on-call support.
• Must have the ability for occasional travel < 10%.