IT Support Specialist II

About Betterworks Betterworks is HR software to align, develop, and activate your workforce for business growth. Organizations are able to replace outdated, ineffective, universally loathed annual review processes with powerful Continuous Performance Management programs that help managers be better at the conversations, coaching, and development necessary to inspire and motivate the entire workforce to achieve an organization's top priorities today and be ready for tomorrow's challenges. What You’ll Be Doing As the IT Support Specialist II for our internal IT team, you will work with IT leadership to execute a strategy that enables a simple and delightful IT experience for Betterworks employees. You will collaborate on and implement the technical roadmap for IT processes and services that help Betterworks be its most productive, with a focus on automation, simplification, and enablement. Your partnership with internal customers and vendors will be essential to re-imagining the function of IT and unleashing new ways to work with a globally distributed workforce. Serve as the primary Tier 1 escalation point and first responder for IT functions via Slack, our ticketing system, and email — providing real-time coverage during the UK/India/US East Coast overlap window Triage and resolve Tier 1 incidents using our incident management tooling, escalating appropriately when an issue requires deeper technical ownership Directly own IT support, MDM, and patch management for Betterworks employees, ensuring quality and timely resolution Fully own the end-to-end laptop lifecycle working directly alongside our vendor in India Maintain up-to-date hardware inventory Monitor and identify problem trends, propose proactive and well-researched actions to prevent future occurrences Day-to-day administration of Okta, Google Workspace, Slack, and other corporate systems owned by IT Manage all aspects of the user account lifecycle, including procedures and administration related to onboarding, offboarding, and role changes, ensuring compliance requirements are met Participate in a continuous improvement culture; responsible for documentation, standardization, and improvement involving people, process, technology, and helpdesk support services. Regularly update IT knowledgebase, processes, and procedures as needed Participate in a customer service culture; responsible for building relationships with stakeholders and end users across all departments, seeking out feedback to ensure we're satisfying the needs of the organization Contribute to continuous improvement within IT using service management, metrics, self-service, knowledge repositories, and other incident-prevention approaches Work alongside IT leadership to implement system changes and execute projects, with occasional direct exposure to wider leadership on cross-functional initiatives What’ll Help You Be Successful You love helping people and are empathetic to customer needs You have the ability and desire to help others better utilize systems and software You have 4+ years of relevant IT experience, including hands-on experience managing both Mac and PC endpoints, utilizing MDM You have experience with Google Workspace and are familiar with common SaaS applications such as Okta, Zoom, Slack, and associated productivity tools You have exceptional communication, time management, and prioritization skills You're comfortable working a shifted schedule to provide real-time overlap with UK, India, and US East Coast colleagues You have an experimental mindset that uses data and metrics to back up assumptions and support decision-making You maintain a positive attitude and are a self-starter who is excited about collaborating cross-functionally. What We All Do All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures. All employees are required to participate in information security awareness and training programs. All employees have a responsibility to handle data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures. All employees have a responsibility of reporting information security incidents in accordance with information security policies and procedures. What Makes Betterworks Unique At Betterworks, we put our people first. To support this, we’ve built a culture and benefits program that prioritize both professional growth and personal well-being: Leadership : Our CEO, Doug Dennerline is a mission-driven leader with over 25 years of sales leadership experience, making a direct impact on the work people do every day. Funding : Backed by $129 million in Series B with top tier investors, including Kleiners Perkins, Emergence Capital, and 8VC. Board of Directors : Since the beginning of Betterworks, our board includes industry icons such as John Doerr (who introduced OKRs to Google), Bruce Felt (Founder of Renaissance Software and a trusted advisor to numerous private and public companies), Bing Gordon (Renowned Technology Venture Capitalist with experience on boards like Amazon, Duolingo and Zynga), Jason Green (Founder of Emergence Capital and Greenbridge Foundation) and Gaby Toledano (seasoned executive with nearly three decades of strategic HR and operations leadership at premier enterprise and consumer organizations). Perks : We provide company-sponsored health, wellness, and personal accident insurance. Our remote-first culture gives you the flexibility to work from anywhere in India, with opportunities to travel and connect as a team. To support your setup, we also offer a one-time home office reimbursement and a monthly internet stipend to keep you seamlessly connected. Product : Recognized by Lighthouse Research & Advisory and UNLEASH America, Betterworks was named a 2025 HR Tech Award winner for Best Comprehensive Talent Management Solution. We also received Newsweek’s AI Impact Award for Best Outcomes in HR, 2025. Mission Driven : Our mission is to provide the expertise and technology companies need to inspire, develop, and activate their workforce to achieve today’s goals while preparing for tomorrow’s challenges. Connect with us on LinkedIn We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to an inclusive and diverse betterworks. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global betterworks Community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.