Senior IT Support Specialist

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We’re Looking For A(n): Senior IT Support Specialist to serve as the lead technical escalation expert, troubleshooter, and head technician for our IT team. Your primary focus will be on supporting our LA area company HQ offices and our North American manufacturing and warehouse locations. You will also help to standardize and scale our IT operations across the company. This role blends advanced troubleshooting and site escalation support with day-to-day ownership of endpoint lifecycle management, onboarding and offboarding, workflow automation, vendor management, and hands-on project implementation.

You will work closely with our Sr Infrastructure Administrator and Sr Service Desk Specialist to keep manufacturing and corporate office systems running smoothly, resolve complex network and software issues, and maintain and upgrade production-critical systems. The preferred candidate will also work with the rest of the technology team to establish operational standards, documentation, and implement ITSM processes.

This is a great fit for someone looking for the next step in their IT career, someone who enjoys solving problems at both the individual and system level. You will act as a force multiplier for the IT team: directly supporting critical production operations while also helping to build the workflows, automation, and documentation that unlock efficient operations at scale. This role requires a mix of technical depth, hands-on problem-solving, and the proven ability to deliver senior-level IT support in a business that is rapidly scaling

Location: (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing:

Support & Escalation

• Act as the senior onsite escalation lead for complex endpoint, identity, and system issues across our LA HQ offices and North American plant locations, partnering with Sr. IT staff to resolve issues and implement new systems.
• Deliver hands-on technical support across Windows, MacOS, mobile devices, office technology, and SaaS applications.
• Troubleshoot and resolve issues across the Microsoft 365 and Google ecosystem, including identity, endpoints, and collaboration tools.
• Establish secure, elevated remote administrative access workflows to perform deep-level operating system, driver, and application remediation directly on end-user machines.
• Participate in ticket queues, incident response and on-call support escalation schedules.

Site Tech Operations

• Work closely with plant managers and IT leadership to understand operational priorities and proactively address recurring technical issues before they impact production.
• Resolve plant technical issues using remote access, phone or video walkthroughs, and clear instructions for on-site staff.
• Coordinate support, repair, and integration of manufacturing mobile devices including systems from Zebra, Honeywell, Datalogix, and others.
• Travel to facilities in North American and coordinate with on-site staff or local vendors when hands-on work is required.
• Support and help standardize the IT infrastructure critical to plant operations, including workstations, line printers, scanners, and network connectivity on the plant floor.

Identity & Lifecycle Management

• Manage end-to-end device lifecycles via Microsoft Autopilot and Intune (zero-touch provisioning, profile configuration, app deployment, and compliance enforcement).
• Own and execute IT onboarding and offboarding workflows, including device setup, account provisioning, access coordination, and equipment recovery.
• Work to implement proper Identity Management and Governance across business-critical platforms and enforce security standards such as SSO, MFA, and ZTNA
• Help implement and manage SSO integrations and application provisioning via SCIM and SAML across our SaaS stack. Work to translate policy into enforceable technical controls.

Procurement & Vendor Management

• Operate day-to-day procurement workflows for IT hardware, peripherals, SaaS tools, including ordering, asset management and lifecycle management.
• Coordinate with vendors as the on-site resource for physical plant projects, conference room AV, and other small stakeholder projects requiring technical oversight.
• Participate in facility build-outs and other capital projects, help coordinate physical IT infrastructure for new or renovated spaces.

Documentation & Process Improvement

• Write and maintain IT knowledge base articles, troubleshooting guides, onboarding documentation, SOPs and operational runbooks.
• Standardize repeatable support processes and identify opportunities to improve support operations through automation and clearer employee-facing guidance.

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Strong hands-on experience with MDM and RMM endpoint management administration including Windows 11, JAMF, Microsoft Intune, and Microsoft Autopilot zero-touch deployment workflows.
• Microsoft 365 administration experience (M365, SharePoint, OneDrive, Teams).
• Significant experience supporting Google Workspace and Slack, plus experience supporting additional SaaS tools.
• Hands-on experience supporting Microsoft Entra ID, Okta or equivalent IdP. Knowledge of identity and security fundamentals (SSO, MFA, ZTNA)
• Hands on experience supporting a manufacturing and production environment including hand scanners, label printers, and high volume barcode scanners.
• Experience supporting office networking, conference rooms, workplace technology, and hybrid/remote employee setups.
• Startup or high-growth company experience, able to operate comfortably amid ambiguity and shifting priorities while still handling hands-on support work.
• Strong organizational skills and the ability to write clear SOPs, technical escalation notes, and site infrastructure diagrams without working in a silo.
• Clear visual acuity and verbal communication skills. Excellent verbal and written communication and customer service skills; detail-oriented

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus.
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $34.62 - $43.27/hr, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote.

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

A Note to Recruiting Agencies:At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies arenot authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding.

Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters willonlycontact applicants from our official company e-mail domain, (NAME@GOLDENPETBRANDS.COM) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters willnever send you checks, or ask you to disclose personal financial details. 

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