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About the Role

Flex is seeking IT Support contractors to serve as the front line for tier 1 & 2 IT requests for the Customer Success organization. This contract role involves hands-on execution against documented procedures, with an emphasis on account provisioning, access management, and rapid troubleshooting.

Responsibilities

• Own tier 1 & 2 IT support for the CS organization: account provisioning, access upgrades, password resets, MFA and SSO issues, and general troubleshooting.
• Resolve issues directly or escalate with clean context to senior IT staff.
• Execute CS agent onboarding and offboarding against established runbooks, including account creation, group and role assignments, hardware and tooling access, and clean deprovisioning on separation.
• Serve as the day-to-day IT point of contact for the CS org, keeping account and access requests moving without needing manager involvement.
• Support CS IT help desk requests via Slack, Zoom, phone, and in-person on hardware, software, account, and connectivity issues.
• Handle user-level administration for Google Workspace, Slack, Jira, and Confluence, including account creation, group membership, permission changes, and license assignment.
• Partner with the CS Tools & Technology team on Zendesk, Amazon Connect, and CSAT tool issues requiring IT-side access or account intervention.
• Escalate tool configuration work to the CS Tools & Technology team.
• Triage and resolve tickets, keep the queue clean, and meet defined SLAs.
• Identify recurring, repetitive requests and propose lightweight automations using tools like Zapier or Superblocks.
• Document and maintain SOPs and runbooks in Notion for IT support processes affecting BPO and CS.
• Escalate cleanly on issues outside documented scope.
• Flag documentation gaps or recurring pain points to the IT Manager.

Requirements

• 1–3 years in an IT support, help desk, or technical CS/support operations role.
• Hands-on experience with account provisioning and access management: onboarding, offboarding, password resets, and permission changes.
• Working knowledge of macOS (primary), Windows, iOS, and Android in a business environment.
• Experience with Google Workspace administration at the user level (account management, group membership, drive sharing).
• Comfort working in ticketing platforms (Jira Service Management preferred; Zendesk experience a plus) and adhering to defined SLAs.
• Strong attention to detail and process discipline.
• Comfortable working directly with a technical IT team and translating between end-user, CS, and IT contexts.
• Strong written communication for chat and ticket-based support.
• Ability to translate technical issues into plain language.
• Ability to work independently against documented procedures and escalate appropriately when unclear.
• AI-forward mindset; comfortable using AI tools to work faster on drafting, summarization, and routine configuration while verifying accuracy against SOPs and system data.
• Prior experience supporting a vendor-agent environment at scale (Nice-to-Have).
• Experience with Google Workspace, Slack, or Zendesk at the user administration level (Nice-to-Have).
• Familiarity with SSO/SCIM concepts (Okta, Google as IdP) at the end-user provisioning level (Nice-to-Have).
• Hands-on experience with Zapier, Superblocks, or similar workflow automation tools (Nice-to-Have).
• Familiarity with an MDM platform (Hexnode, Kaseya, Jamf, Intune, or similar) (Nice-to-Have).
• Exposure to UniFi or comparable network hardware for basic Wi-Fi troubleshooting (Nice-to-Have).
• CompTIA A+, Network+, or similar certifications (Nice-to-Have).

Skills

• Account provisioning
• Access management
• Troubleshooting
• Onboarding
• Offboarding
• Password resets
• MFA
• SSO
• Google Workspace administration
• Slack administration
• Jira administration
• Confluence administration
• Zendesk
• Amazon Connect
• CSAT tools
• Ticketing platforms
• SLA adherence
• Workflow automation (Zapier, Superblocks)
• SOP documentation
• Runbook creation
• AI tools
• macOS
• Windows
• iOS
• Android
• SSO/SCIM concepts
• MDM platforms
• Network hardware troubleshooting

Location

• NYC HQ (In-office 4 out of 5 days)

Work Type

• Contract (W2)
• Hybrid

Experience Level

• 1-3 years

Salary/Compensations

• $40—$50 USD per hour

Benefits

• Competitive medical, dental, and vision
• Company equity
• 401(k) plan with company match
• Unlimited paid time off + 13 company paid holidays
• Parental leave
• Free Flex subscription

About the Company

• Flex is a growth-stage, NYC headquartered FinTech company creating the best rent payment experience.
• Flex enables users to pay rent throughout the month on a schedule that better fits their finances and budget.
• Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
• We are growing quickly, but deliberately, with a focus on building an inclusive culture.
• Our dynamic team has incredible perspectives to share.

Equal Opportunity

• We take great pride in being an equal opportunity workplace.