IT Support Specialist

At Quickbase, we help organizations build better ways to run their operations. Our products give teams the flexibility to create applications around how their work actually happens, connecting people, information, and processes so they can keep work moving as needs change. For more than 25 years, organizations have turned to Quickbase to solve operational challenges that off-the-shelf software wasn't built for. Today, we’re building on that foundation with new products and new possibilities for how people create, adapt, and improve the systems their work depends on. Working at Quickbase means helping find better ways forward. We’re a team of curious, collaborative people who care about solving problems, learning as we go, and building things that make work better for our customers and each other. Title: IT Support Specialist Reporting to : VP, CISO (interim) Location : Sofia, Bulgaria Department : Information Technology About the Role We are looking for an IT Support / Help Desk professional who can provide responsive, reliable, and user-focused technology support across the organization. This role is often the first point of contact for employees experiencing technology issues, so we are looking for someone who combines strong troubleshooting skills with a high level of ownership, communication, and customer service. The ideal candidate is comfortable supporting a modern, cloud-first environment and can resolve common issues quickly while identifying opportunities to automate repetitive work and improve the employee experience. What You’ll Own Provide Tier 1 and Tier 2 support for employee hardware, software, identity, access, and productivity tools. Troubleshoot issues across laptops, operating systems, SaaS applications, authentication, connectivity, and peripherals. Manage incoming support requests through the IT ticketing system and ensure issues are documented, prioritized, and resolved within established service levels. Support employee onboarding, role changes, and offboarding, including device provisioning and access coordination. Provision, configure, deploy, and maintain laptops and other end-user devices. Support identity and access platforms such as Okta and Microsoft 365. Assist employees with password, MFA, application access, and account-related issues. Support collaboration and productivity tools including Microsoft 365, Slack, Zoom, and other enterprise SaaS applications. Maintain accurate hardware and software asset records. Escalate complex or security-sensitive issues to the appropriate IT, Security, or Engineering teams. Identify recurring incidents and help develop documentation, knowledge articles, and permanent fixes. Participate in IT projects, system rollouts, upgrades, and process improvements. Help maintain a secure and standardized end-user computing environment. Deliver a positive employee experience while maintaining appropriate security and access controls. Service and Support Expectations Success in this role requires more than closing tickets. This person should: Take ownership of issues through resolution. Communicate clearly and proactively with employees. Understand when an issue is urgent and when escalation is required. Look for root causes instead of repeatedly applying temporary fixes. Balance employee experience with security and operational standards. Maintain professionalism when supporting employees at all levels of the organization. AI and Automation We expect this role to actively use AI and automation to improve the effectiveness of IT Support. Examples include: Using AI-assisted troubleshooting to accelerate issue resolution. Creating and maintaining knowledge-base content. Identifying trends across support tickets. Automating repetitive support and provisioning tasks. Improving employee self-service. Using workflow automation to reduce manual operational work. The goal is to reduce repetitive Tier 1 work over time so the team can focus more on complex issues, employee experience, and IT improvements. What We’re Looking For 2+ years of experience in IT Support, Help Desk, Desktop Support, or a similar role. Strong troubleshooting skills across Windows and/or macOS environments. Experience supporting SaaS-based enterprise applications. Familiarity with Microsoft 365 administration and support. Experience with identity and access management platforms such as Okta, Entra ID, or similar technologies. Understanding of MFA, SSO, password management, and basic identity concepts. Experience with endpoint management or MDM tools such as Intune, Jamf, or equivalent. Familiarity with ticketing platforms such as Jira Service Management, ServiceNow, or similar systems. Basic understanding of networking concepts including DNS, VPN, Wi-Fi, and TCP/IP. Strong written and verbal communication skills. Ability to prioritize multiple requests in a fast-moving environment. Strong customer-service mindset with a high degree of ownership and follow-through. Preferred Qualifications Experience supporting a distributed or global workforce. Experience with both macOS and Windows environments. Experience with automated device provisioning and endpoint management. Familiarity with IT asset management and software inventory processes. Basic scripting or automation experience using PowerShell, Python, APIs, or workflow automation platforms. Experience working closely with Security teams on access management, endpoint security, and incident escalation. ITIL, CompTIA, Microsoft, Apple, or similar certifications are helpful but not required. How We Define Success Within the first year, this role should help us: Improve employee satisfaction with IT support. Reduce ticket resolution and response times. Increase first-contact resolution rates. Improve onboarding and offboarding consistency. Maintain accurate device and asset inventories. Reduce repetitive support requests through documentation, automation, and employee self-service. Improve operational consistency across IT Support. Strengthen collaboration between IT Support, Security, and other technology teams. The Profile We are looking for someone who is responsive, technically curious, accountable, and genuinely enjoys helping people. This person should not simply work through a queue. They should look at every recurring issue as an opportunity to improve the way IT operates. The mindset we value is simple: solve the immediate problem, understand why it happened, and make it easier for the next person. How We Think About AI At Quickbase, we view AI as a tool to accelerate how work gets done — not replace it. We encourage thoughtful use of AI to improve speed, quality, and decision-making, while maintaining strong judgment, accountability, and data integrity. Benefits Unlimited remote work policy 25 days of annual leave, 2 additional days off for volunteering Competitive remuneration package incl. an annual bonus Top-notch IT setup. Mental health support, life insurance, food vouchers Additional health insurance - for you and your loved ones Annual wellness support allowance External Professional Learning Opportunities Equal Opportunity Statement Quickbase is committed to building a diverse and inclusive workplace. We encourage candidates from all backgrounds to apply – even if you don’t meet every qualification listed. We are proud to be an equal opportunity employer.