IT Support Specialist

• Please submit resumes in English.
  
  

The IT Support Specialist will work under the VP of Technology and IT Operations Manager to keep day-to-day IT operations running smoothly for a fully remote, growing organization. This is a hands-on role focused on enabling employees to stay productive and delivering a great support experience to end users, managing items such as IT tickets, user support, hardware and software setup, user and software license tracking, and new hire onboarding. The IT Support Specialist will report to the IT Operations Manager and will also work closely with most other members of our small but strong Technology team. This is a full-time, salaried, remote position with a compensation range of MXN $35,417 to MXN $39,583 per month.

The required training hours (initial ~2-4 weeks) are Monday to Friday, 12pm to 8pm EST.

The required regular hours for this role following training will be Monday to Friday, 2pm to 10pm EST.

Responsibilities

Provide timely, friendly support that keeps a fully remote team productive and serve as first-line support for internal IT issues (hardware, software, access, connectivity); troubleshoot and resolve common problems, track tickets through resolution, and escalate to senior technicians or vendors when additional support is required.

Order, provision, configure, and deploy laptops, peripherals, and mobile devices, and manage software installations, updates, licenses, and user access; track orders through delivery and maintain records on vendors, tools, and contracts.

Support the full user lifecycle- onboarding, offboarding, and role changes- including account creation, modification, and deactivation; device setup and recovery; and Day 1 readiness, including coordinating with the People Experience (PX) team and senior technicians.

Coordinate with vendors on routine communications, issue resolution, and escalations.

Write and maintain clear IT documentation such as troubleshooting guides, process workflows, how-to resources, system configurations, vendor information, and standard operating procedures; keep knowledge base articles current for both employees and the IT team.

Follow established security policies and procedures when handling systems and data; support device maintenance and security, access controls, and baseline security best practices; assist with compliance-related tasks as directed (training and guidance will be provided), and promptly escalate potential security concerns to senior technicians.

Other duties as assigned.

Some travel (<5%) may be required on an as-needed basis, with advance notice provided to the employee.

Qualifications

• 2-5 years of experience in IT support, help desk, IT operations, or a similar role (required).
• Associate or Bachelor’s degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
• Strong customer service skills- patient, clear communicator who works well with non-technical users; professional level of fluency in verbal and written English required.

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• Required hands-on experience with:
• End-user hardware and software support.
• Windows and macOS environments.
• SaaS and cloud-based tools.
• Microsoft 365 administration- user accounts, license assignments, and basic service configuration.
• Identity and access management platforms such as Okta or Azure AD/Entra ID.
• Familiarity with SSO configuration and troubleshooting.
• Experience with cloud-based IT environments and tools for device management or endpoint security (MDM, EDR solutions).
• Strong experience working with ticketing systems and/or external IT vendors or MSPs.
• Organized and detail-oriented, especially for asset and license tracking, and able to prioritize and meet deadlines.
• Able to write clear, accurate technical documentation.
• Self-motivated and comfortable working independently in a remote environment (remote or hybrid experience preferred); reliable and trustworthy when handling sensitive data or system access.
• Access to reliable cell service and high-speed internet access.
• Experience with collaboration platform administration (Slack, Microsoft Teams).
• Exposure to regulated or security-conscious environments preferred.
• Interest in growing into more advanced IT or security work over time.
• Technical bonus skills include familiarity with AI tool administration (Microsoft Copilot, Claude) including access management, license assignment, and supporting user adoption, basic scripting or automation experience (PowerShell, Bash, Python), and basic familiarity with desktop RPA tools (e.g., Power Automate Desktop) and troubleshooting simple automated workflows.
  
  

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Physical Requirements

• Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
• This role involves sitting most of the time but may also involve moving for brief periods of time.
  
  

Benefits Summary

• Competitive compensation, commensurate with experience.
• Paid time off.
• Paid sick time.
• Paid holidays.
• Medical insurance.
• Aguinaldo.
  
  

The Culture at MaryRuth’s

We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are a health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone.

We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth’s celebrates inclusion and is committed to equal opportunity employment.

MaryRuth’s is committed to the principles of equal employment opportunity. We provide employment opportunities without regard to age, race (including traits historically associated with race, such as hair texture and protective hairstyles), color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information, marital or civil union status, veteran or military status, status as a victim of domestic violence, sexual assault, or trafficking, or any other characteristic protected by applicable federal, state, or local law. This commitment applies to all aspects of the employment relationship, including recruiting, hiring, placement, training, promotion, compensation, and termination. Where applicable, MaryRuth’s complies with local employment and labor laws in the jurisdictions in which it operates.