IT Support Technician

About the IT Support Team

The IT Support team provides first-class technical support and office technology services to all Opendoor employees and contractors. We:

• Support end-user devices (primarily Mac, with some Windows) and core productivity tools.
• Own day-to-day troubleshooting for hardware, software, and account access.
• Partner closely with Workplace, People, Finance, Security, and Engineering to keep our offices running smoothly.
• Deliver friendly, professional service and meet or exceed our internal SLAs and CSAT goals.

You’ll be one of the on-the-ground IT partners for our Miami office while also supporting remote teammates as needed.

Role Summary

As an IT Support Technician, you will be the go-to technical resource for local employees and visitors. You’ll handle everything from new hire setups and hardware troubleshooting to office A/V and network support in partnership with central IT teams. You’ll combine strong technical skills with excellent communication and a customer-first mindset.

What You’ll Do

End User Support

• Provide tier 1–2 support for laptops (Mac and Windows), mobile devices, and peripherals (monitors, docks, keyboards, headsets).
• Troubleshoot and resolve issues with core tools such as Okta, JAMF, Google Workspace, Slack, Microsoft 365, VPN, printers, and other business applications.
• Own ticket lifecycle in our ITSM tool (Linear or equivalent): triage, troubleshoot, escalate, and close within SLA.
• Deliver in-person “walk-up” support in the office and remote support via chat, email, and video.

Onboarding & Offboarding

• Prepare and provision devices for new hires (imaging, MDM enrollment, user profiles, application access).
• Support day-one setup: hardware handoff, account access verification, and basic tools walkthrough.
• Collect, wipe, and reassign or return devices for transfers, leaves, and terminations, following security and data-handling standards.

Office & A/V Support

• Set up and maintain conference room A/V (Zoom Rooms / Teams Rooms / Meet Rooms, cameras, microphones, TVs, room controllers).
• Support onsite events (all-hands, training, visitors) with reliable A/V and network experience.
• Coordinate with Workplace and Facilities on office moves, seating changes, and new space build-outs (e.g., drops, cabling, labeling).

Endpoint & Asset Management

• Enroll and manage devices via our MDM / RMM tools (e.g., Jamf, Intune, or similar).
• Ensure devices meet baseline standards for OS version, security agents, disk encryption, and configuration.
• Maintain accurate asset inventory for Toronto / Miami (laptops, monitors, mobile devices, peripherals).
• Assist with vendor RMA, depot repair workflows, and hardware lifecycle (deployments, refreshes, returns).

Security & Compliance

• Follow identity and access management best practices using Okta and internal tools.
• Support MFA resets, account lockouts, and basic access requests in line with IT and Security policies.
• Help enforce security standards on endpoints (disk encryption, screen lock, OS patching, secure device handling).

Collaboration & Continuous Improvement

• Partner with IT Engineering, Security, and Workplace on cross-functional initiatives impacting the offices.
• Document troubleshooting steps, how-tos, and FAQs for internal KB and self-service content.
• Identify recurring issues and propose improvements to tooling, automation, and processes.
• Contribute to on-call / coverage rotations as needed (within agreed schedules and time zones).

What You’ll Bring

Minimum Qualifications

• [5+] years of hands-on IT support experience in a corporate, startup, or managed services environment.
• Strong troubleshooting skills across:
• • macOS and/or Windows endpoints
  • Core SaaS tools (Google Workspace and/or Microsoft 365, Slack/Teams, Zoom)
  • Networking basics (Wi-Fi troubleshooting, basic TCP/IP concepts, VPN).
• Experience with at least one MDM / RMM platform (e.g., Jamf, Intune, NinjaOne, or similar).
• Familiarity with identity & access management (Okta or comparable SSO/MFA solution).
• Excellent written and verbal communication skills; able to explain technical issues in simple, friendly language.
• Customer-obsessed mindset with a track record of high CSAT or similar service metrics.
• Ability to lift, move, and rack equipment as needed (typically up to ~40 lbs / 18 kg with reasonable accommodation).

Preferred Qualifications

• Experience supporting hybrid offices across multiple locations and time zones.
• Prior work in a fast-growing tech company or high-volume IT support environment.
• Experience with:
• • ITSM tools (NinjaOne, JAFM, AMB, Jira Service Management, etc.).
  • A/V platforms (Zoom Rooms, Teams Rooms, Logitech / Poly / similar hardware).
• Comfort working with distributed teams and documenting work in shared systems (Confluence, Google Docs, etc.).
• Experience supporting mixed office / field or operations-heavy teams is a plus.

Work Location & Time Zone

• This role is based in [Miami, Florida].
• Expect [to be onsite] to support hardware, A/V, and in-person requests.
• Some flexibility may be required to support cross-time-zone collaboration and occasional events.