IT Automations and Support Specialist

The IT Automations & Support Specialist provides front-line and advanced technical support to Articulate employees while leading automation, systems integration, and workflow improvement initiatives across the IT Services function.

This role blends hands-on helpdesk expertise with developing technical specialization in automation, systems integration, and workflow optimization to improve the scalability and efficiency of IT Services operations. The ideal candidate improves employee experience by resolving issues efficiently, identifying recurring friction, and designing scalable workflows and system integrations that reduce manual effort and increase service quality.

As part of a fully remote organization, this role contributes to a responsive, empathetic, and high-performing IT Services team that supports every function at Articulate.

While this position is fully remote, regular working hours of 8:00 a.m. to 5:00 p.m. Pacific Time are required to ensure real-time collaboration and support coverage across the organization. 

• Implement Automations via Okta, Slack, and or Workato: 

  • Identify repetitive manual processes and own automation initiatives from design through implementation, including solution design, testing, documentation, and post-deployment monitoring

  • Build and maintain automated workflows across SaaS platforms using APIs, scripting, and integration tools

  • Analyze helpdesk trends to proactively design automation that reduces recurring tickets

  • Document automation logic, system dependencies, and process maps

  • Respond to employee helpdesk requests:

    • Troubleshooting and/or suggesting workarounds or alternatives

    • When necessary, escalate incidents to other experts on the team for resolution

    • Communicating IT policies and processes to Articulate employees

    • Onboarding new employees, which includes setting up access & procuring hardware

    • Work on various projects - for example: software & hardware audits, new software testing & deployment, aligning employee groups across different software packages

    • Ordering new & replacement equipment for existing employees and house, manage, and ship out loaner machines

    • Maintain ticketing systems, asset inventory, and IT knowledgebase documentation

• 2-5 years IT support experience

• Basic Agile understanding

• Experience building workflows or automation using APIs, scripting, or automation platforms

• Experience integrating systems or automating cross-platform processes

• Ability to analyze processes and design scalable, efficient solutions

• Comfort reading and troubleshooting API documentation

• Experience using service desk/ticketing software to receive/respond to requests

• Understanding of Information Security fundamentals - Phishing defense, passwords, VPN use on public networks

• Experience with Google Workspace Administration, Gmail & Google Docs, Jira, Slack, Okta SSO, Zoom