As the IT Maintenance Specialist, you will be the first point of contact for day-to-day technical support requests. Working primarily out of Zoho ticketing, you will assist with user onboarding and offboarding, manage mobile devices, install and configure software, and perform routine IT diagnostics and troubleshooting. You’ll also be responsible for ensuring clients receive timely, accurate payment notifications for utility invoices. This role involves coordinating data retrieval, validating files, generating GL reports, and transmitting notifications to the client. You will interface with internal systems, client managers, and automated workflows—working primarily in a Linux/AWS environment with bash and Python scripts. When necessary, you will troubleshoot and resolve any issues related to missing funds, technical failures, or miscommunications. setting up Office 365 mailboxes, Egnyte cloud drives, and other essential SaaS tools. **Key Responsibilities** **Ticket Management** - Receive, prioritize, and resolve incoming IT requests submitted through Zoho. - Keep ticket statuses current, provide timely updates, and close tickets once issues are resolved. - Escalate complex problems to senior IT staff when necessary. **User Onboarding & Offboarding** - Create user accounts, provision hardware (laptops, peripherals), and configure system access for new hires. - Revoke access, recover devices, and remove accounts for departing employees. - Document standard procedures for streamlined setup and removal of user accounts. **Mobile Device Management (MDM)** - Enroll and manage employee mobile devices within MDM software. - Ensure that corporate security policies are enforced, and that devices are up-to-date and compliant. - Troubleshoot mobile device connectivity, configuration, and user access issues. **Software Installation & Configuration** - Set up Egnyte cloud drive or similar file storage solutions based on company guidelines. **Payment Notification Coordination** - Validate incoming data files (invoice details, payment amounts, due dates) to ensure completeness and accuracy. **Data Processing & GL File Generation** - Build the client-specific GL file using established templates and client specifications. - Ensure any client-specific formatting, encryption, or compliance requirements are met. **Notification Delivery** - Maintain encryption standards when required, and verify secure delivery of sensitive data. **Follow-Up & Issue Resolution** - Collaborate with client managers if a client reports funding issues or missing documentation. - Investigate and escalate problems related to file accuracy, script execution, or data integrity. - Track resolutions and implement process improvements to prevent recurring issues. **System & Process Maintenance** - Use AWS/Linux servers for day-to-day operations; maintain and refine bash/Python scripts as needed. - Monitor performance of notification workflows, logs, and error reporting systems. - Proactively suggest enhancements to improve reliability, speed, and user experience. **Documentation & Best Practices** - Keep clear records of daily tasks, problems encountered, and changes to scripts or processes. - Update internal operating procedures, client instructions, and knowledge base documentation. - Adhere to data security and privacy regulations at all times. - Update asset inventories for hardware, software licenses, and device assignments. - Assist in creating and revising standard operating procedures and knowledge base articles. **Basic IT Troubleshooting** - Diagnose routine technical issues such as connectivity problems, hardware malfunctions, and software errors. - Provide guidance on best practices to employees (e.g., password resets, system updates). - Work with senior IT staff or vendors to resolve more complex technical challenges. **Continuous Improvement** - Identify recurring issues or potential areas of improvement; propose solutions or process changes. - Stay current with technology updates, best practices, and new tools relevant to the role. **Qualifications & Skills** **Education & Experience** - Bachelor’s degree (or equivalent experience) in Business, Information Systems, Computer Science, or related field. - Experience with automated payment processing, accounts payable, or finance operations a plus. - 1-2 years of experience in IT support, help desk, or technical support environment preferred. **Technical Proficiency** - Familiarity with Linux environments (command line, bash scripting) and Zoho or other ticketing systems. - Basic Python knowledge (script execution, minor edits). - Comfortable working with FTP uploads/downloads and secure file handling (encryption, PGP keys, etc.). - Understanding of AWS (EC2, S3, etc.) is preferred but not required. - Basic knowledge of Office 365 administration (mailbox setup, user management). - Experience with mobile device management (MDM) software. - Understanding of Egnyte or other clou