Company Information
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Company Name: Convo
Website: https://convorelay.com/careers/

Job Information
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Job Title:  IT Support Specialist
Job Type: Permanent
Job Description:
About Convo Communications LLC: Founded in March 2009, Convo is the world’s
largest Deaf-owned business with over 500 employees serving five countries in
ten different languages.

Here at Convo, we believe that conversations are the key to enhancing the
lives of 70 million Deaf individuals and the people around them. By creating
solutions to address the experience deprivation that many Deaf people face,
we can have a lasting and positive impact on their daily lives.

About the role: The IT Support Specialist plays a critical role in ensuring
seamless technology operations across Convo’s global network. Operating
primarily on-site in a collaborative environment, this position supports the
technical needs of internal staff, remote Video Interpreters (VIs), and
global customers by troubleshooting hardware, software, and SaaS applications
while proactively optimizing systems for performance, reliability, and
security.

This role partners closely with Customer Success, Sales, Product, and
Operations teams to deliver exceptional technical support and service, and it
is instrumental in Convo’s mission to transform how the world connects.

Regular on-site attendance is required (Monday through Friday, 9:00 a.m. –
5:00 p.m.), with occasional remote work during on-call rotation for evenings
and weekends to support urgent operational needs. Occasional travel may also
be required to support call centers, infrastructure projects, or technology
rollouts.

What you'll do

Global Support & Operations
Provide technical support across time zones using a follow-the-sun model,
ensuring seamless 24/7 operations and effective handoffs
Engage with a diverse, global workforce and customer base with cultural
sensitivity, inclusivity, and clear communication
Partner with the project manager and cross-functional teams to support
technology rollouts in new regions and evolving markets
Technical Support & Troubleshooting
Deliver end-to-end support for internal staff, remote VIs, and customers
across hardware, software, and SaaS environments
Monitor support channels (e.g., Slack, VP, email, ticketing systems) and
respond promptly to issues, escalating when necessary
Proactively identify, diagnose, and resolve recurring issues to minimize
downtime and optimize system performance
Incident, Ticket & Escalation Management
Manage high-volume tickets in JIRA or similar systems with timely responses,
accurate documentation, and SLA compliance
Define escalation workflows and partner with Product and Engineering teams to
resolve complex technical issues
Track incident trends, recommend preventive solutions, and maintain clear
communication throughout resolution
Systems, Infrastructure & Security
Install, configure, and maintain workstations, laptops, mobile devices, and
remote management tools across multiple environments
Coordinate equipment setup, shipping, and retrieval for employee onboarding
and offboarding, ensuring devices are properly prepared, secured, and
deployed
Support infrastructure at call centers and remote sites, including occasional
travel for deployments or maintenance
Assist with internal and external security audits, implement compliance
measures, and maintain secure IT operations
Customer Experience & Cross-Functional Collaboration
Provide Tier 2/3 support for customers and VIs, ensuring timely resolution
and a seamless user experience
Collaborate with Sales and Customer Success teams on pre-sales technical
conversations and post-deployment support
Serve as a trusted technical partner to non-technical departments,
contributing to cross-functional projects and initiatives
Documentation, Assets & Continuous Improvement
Create and maintain IT knowledge bases, troubleshooting guides, and user
self-service resources
Manage the full lifecycle of IT assets and licenses — including
provisioning, assignment, returns, reimaging, and deactivation
Contribute to process improvements, automation, and mission-aligned
initiatives that enhance service quality and efficiency

Qualifications:

Minimum Requirements

Minimum of 3 years of IT support, help desk, or technical operations
experience
Advance knowledge of both Apple (macOS) and PC (Windows) operating systems,
including configuration, troubleshooting, and deployment
Minimum 1-2 years experience with Google Workspace administration, JIRA or
similar ticketing systems, and enterprise SaaS environments
Proficiency with remote device management tools, remote desktop support, and
device monitoring solutions
Proven ability to diagnose, document, and resolve complex technical issues
across a diverse global workforce
Excellent communication, collaboration, and problem-solving skills with the
ability to work cross-functionally with non-technical stakeholders
Strong organizational skills with high attention to detail and the ability to
manage multiple priorities in a fast-paced environment
Availability for on-site work Monday through Friday, 9:00 a.m. – 5:00 p.m.,
with occasional on-call remote support during evenings or weekends
ASL fluency or experience working with the Deaf and Hard of Hearing community
is highly desirable

Additional Requirements:

Must have reliable transportation for daily commuting to the primary
worksite.
Reliable high-speed internet connection for remote on-call support.
Must have the ability for occasional travel < 10%.
The pay range for this role is:

28 - 33.50 USD per hour (Austin)
28 - 33.50 USD per hour (Jacksonville)



Requirements:
Must be located in the Austin, Texas or Jacksonville, Florida areas. This
role does require you to be onsite occasionally.



Links to External Job Postings:
Title: IT Support Specialist
URL: https://ats.rippling.com/en-CA/convo-communications-llc/jobs/aa34b974-049a-49b0-bd9b-81037ce601d1


Resume Information
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Applicants should submit the following:: Resume
Majors Desired:: Business, Computing, Engineering

Application Information
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Apply online at:: https://ats.rippling.com/en-CA/convo-communications-llc/jobs/aa34b974-049a-49b0-bd9b-81037ce601d1
Email application materials to:: angela.lowrey@convorelay.com