Senior Information Technology Support Specialist

About Hearth

Hearth exists because 50-80% of small businesses in the trades (Roofers, Plumbers, etc.) fail within their first five years. Our mission is to change that forever, and empower small business contractors to build and grow successful companies.

In the last few years, we’ve built an all-in-one platform that helps SMBs grow sales, protect profits, and save time. With over 10,000 customers, Hearth is a vertical SaaS platform powered by a financial services layer that is currently powering billions in home improvement projects. We are growing, profitable in our base case, and are working to disrupt a fragmented, underserved, $600B market. 

Backed by the same investors as SpaceX, Stripe, Palantir, Airbnb, Rippling, Affirm, Brex, and OpenAI (Founders Fund, 8VC, Human Capital), we aim to protect small business entrepreneurship in America, redefine what is possible in running a trades business in today’s rapidly changing world, and bring forth a future where every small business owner in the trades can succeed, despite not having a fancy pedigree, special connections, or access to deep pockets.

The Opportunity

We are seeking a skilled and dedicated Senior IT Support Specialist to join our dynamic team. The ideal candidate has deep expertise in managing Apple products and a strong foundation in cloud-based systems and administrative tools helping to ensure our infrastructure is secure and compliant with SOC2 standards.  They are passionate about MacOS and Apple ecosystems, possess in-depth knowledge of Google Workspace administration, and have hands-on experience supporting specialized systems like Dialpad and Atlassian Jira Service Manager.   In addition, you’ll provide core technical assistance and support to our employees, ensuring the smooth operation of computer systems and networks. Your expertise and problem-solving abilities will contribute to the overall efficiency and productivity of our organization. 

What You’ll Do

MacOS Systems Administration & Support:

• Own the support and management of MacOS devices across the company, from day-to-day troubleshooting to long-term device lifecycle management
• Configure, deploy, and maintain MacOS systems using tools and solutions to ensure devices are secure, efficient, and user-friendly
• Provide technical support to end-users, quickly resolving issues related to MacOS, network connectivity, software installations, and hardware failures
• Continuously monitor and manage software updates, patches, and system upgrades for MacOS devices to minimize disruptions and security risks
• Oversee Administration of Google Workspace, Google Drive, and Google Sites to optimize usage of tools ensuring efficient collaboration
• Work closely with cross-functional teams to optimize workflows, integrating MacOS systems with key business applications and cloud services (e.g., G Suite, Slack, etc.)

Enterprise Systems & Scalability:

• Help scale and provide solutions as the IT infrastructure at the company grows, ensuring the MacOS devices and enterprise applications continue to run smoothly as the team expands
• Utilize Rippling systems to collaborate with other departments (HR, Operations, Compliance) to streamline employee onboarding and offboarding processes, payroll, provisioning devices, accounts, and permissions in a seamless and secure manner.
• Implement automation to reduce manual processes and improve overall efficiency

SOC2 Compliance and Security:

• Play a key role in ensuring the company meets SOC2 compliance requirements by implementing security measures and controls specific to MacOS systems.
• Assist in the preparation and execution of SOC2 audits, working to provide documentation, evidence, and support
• Utilize and support the Vanta platform for security and compliance needs
• Enforce security policies across devices
• Proactively identify and address potential security vulnerabilities or compliance gaps in systems and infrastructure
• Use Jira to build automations that improve ticketing processes and increase team efficiency

User Support & Collaboration:

• Provide exceptional customer support to team members, acting as a go-to resource for troubleshooting, best practices, and solutions
• Educate staff on using MacOS and other enterprise tools efficiently, especially as they scale and adopt new systems.
• Develop and document IT support processes, knowledge base articles, and troubleshooting guides to ensure consistency and scalability across teams.
• Collaborate with Sales teams to resolve integration issues with Salesforce and Dialpad, including understanding the complexities of the system and potential upgrades
• Enhance company’s slack culture by configuring automated processes, refining user permissions, and introducing new features

Startup Agility & Problem-Solving:

• Be a self-starter and problem solver in a fast-moving, rapidly evolving environment where priorities can shift quickly
• Be comfortable working independently with minimal supervision and managing multiple tasks across departments while ensuring critical IT needs are met
• Offer proactive solutions and insights into improving IT systems, supporting scaling efforts, and improving operational efficiency
• Work closely with leadership to align IT support and infrastructure decisions with business goals and growth strategies

Who You Are

MacOS & Apple Expertise:

• Proven experience managing remotely and supporting MacOS in a fast-paced, startup or tech environment
• Proficient with MacOS deployment, updates, security settings, and troubleshooting
• Familiarity with Apple hardware and troubleshooting hardware issues.
• Solid understanding of network configurations and troubleshooting on MacOS

Security & Compliance:

• Deep understanding of SOC2 compliance, including how IT systems, specifically MacOS, should be managed to meet security and audit requirements
• Experience with Vanta for security and compliance monitoring
• Experience with security protocols for MacOS devices
• Ability to conduct security audits, identify risks, and implement remediation steps in alignment with SOC2 and internal security policies

Networking & IT Systems:

• Proven experience as a Google Workspace Administrator, with a strong understanding of user management, app configuration, and security settings
• Experience creating Google Sites and managing Google Drive for collaborative work and internal documentation
• Familiarity with Dialpad and Troubleshooting issues related to the platform and its integrations with other tools, particularly Salesforce
• Ability to solve complex issues tied to the communication system and recommend hardware/software upgrades to enhance perform
• Expertise in Slack administration, including setting up workflows, templates, and custom integrations to enhance collaboration and productivity
• Strong knowledge of Atlassian Suite - Jira and Jira Service Management best practices to improve efficiency and ticket resolution times
  

Startup Mentality:

• Comfortable in a startup environment with a fast-paced, ever-evolving workload.
• Ability to adapt quickly to changes, shifting priorities, and evolving IT needs as the company scales.
• Strong communication and interpersonal skills to collaborate with teams across the company and different technical skillsets
• Self-motivated with a hands-on approach, capable of managing projects independently while maintaining attention to detail
• User-first mindset, providing responsive, and professional support

Preferred Qualifications:

• Apple Certified Support Professional or other Apple-related certifications
• CISA, CISM, and CRISC certifications 
• Google Workspace Administrator
• Experience working with endpoint security tools in an enterprise environment
• Experience with automation tools for device management

Our Core Values

• Truth. We value honesty and data. We seek to understand what is reality, so we can effectively respond to it.
• Slope. Rate of change over time. We hire and reward based on a team member’s potential, capacity, and growth-mindset, rather than a fancy resume. 
• Mutual Benefit. The best outcomes happen when everyone wins - customers, team members, and the company. We seek to understand each other’s aspirations and create alignment to get there. 
• Competitive Greatness. We desire an opportunity and environment from which to pull the greatest versions of ourselves out into the world, rather than just a “job”. 

Location

This role is a remote opportunity - expectation is for this role to work during core business hours of 8am-5pm CST.

Benefits

• Mission-driven, values-based culture.
• Competitive pay.
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
• Unlimited PTO, plus paid company holidays.
• Meaningful equity
• Medical, dental, and vision options.
• 401(k)
• Free Employee Assistance Program
• Parental Leave Program
• Pet Insurance

More About Us

Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.