IT Systems Specialist

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your Role
As an IT Systems Specialist, you will be a client-focused professional responsible for managing and maintaining the organization's IT infrastructure, including office networks, audiovisual (AV) systems, and collaboration tools. You will play a key role in ensuring the reliability, security, and performance of our systems while driving the adoption and optimization of platforms like Dialpad to enhance company-wide productivity. This role requires a strong technical foundation, excellent problem-solving skills, a service-oriented mindset, and the ability to lead IT projects from planning through execution. This position reports to our Manager, Corporate IT & Security Services.

The successful candidate will be required to be in the Tempe office 5 days a week.

What You’ll Do 

• IT Systems Management:
• Manage and maintain the organization’s IT infrastructure, including SaaS applications and office networks.
• Monitor system performance and security; implement proactive measures to optimize operations and defend against cybersecurity threats.
• Conduct regular system audits and develop outage mitigation strategies to ensure business continuity.
• Administer and support end-user platforms such as Google Workspace, Atlassian (JIRA), Okta, Jamf, Microsoft Intune, Zscaler, CrowdStrike, and GitHub.
• Oversee the timely deployment of software and OS updates, endpoint security patches, and system upgrades to maintain compliance with security policies.

• Technical Support & Troubleshooting:
• Serve as the escalation point for complex IT and AV issues across all platforms, including Dialpad, Google Workspace, Apple/Windows devices, Okta, and JIRA.
• Collaborate with IT peers to resolve hardware, software, and network issues efficiently.
• Draft and distribute timely communications on service outages, upgrades, and general IT announcements.
• Develop and maintain IT policies and procedures to strengthen security posture and risk management.
• Ensure timely onboarding and offboarding of employees and contractors, including account provisioning and deactivation.
• Oversee access control and hardware asset management, including device tracking and logistics.
  
  
• Project Management:
• Lead IT and AV projects from planning through implementation, ensuring on-time delivery, budget adherence, and high-quality outcomes.
• Coordinate with internal stakeholders and external vendors to define requirements, evaluate tools, and deploy new technologies.
  
  
• Office Networks & AV Management:
• Manage and maintain office network infrastructure (i.e., Cisco Meraki), including configuring firewalls, switches, and wireless access points to ensure secure and reliable connectivity.
• Design, install, and support audiovisual (AV) systems, including video conferencing equipment, projectors, sound systems, and digital displays.
• Troubleshoot AV issues and provide responsive support to users both onsite and remotely.
• Stay informed on emerging AV and network technologies, recommending upgrades and enhancements to improve system performance.
• Ensure flawless technical execution of company-wide and executive meetings, including live streaming, hybrid video conferencing, and event support.

Skills You’ll Bring

• Bachelor’s degree in a related field or an equivalent combination of education and experience.
• 5+ years of hands-on experience in IT systems administration, network management, and AV technology support.
• Strong working knowledge of end-user hardware, operating systems, and productivity platforms across Google Workspace, Microsoft (Intune), and Apple (Jamf) environments.
• Experience administering endpoint security and management tools such as Sophos, CrowdStrike, Zscaler, and Automox.
• Solid understanding of networking protocols (e.g., DNS, DHCP, TCP/IP), IT infrastructure, and security best practices.
• Proficiency with audiovisual systems and tools, including video conferencing platforms.
• Excellent troubleshooting skills and the ability to analyze complex technical problems and develop effective solutions.
• Project management experience, with the ability to prioritize tasks, manage resources, and deliver projects on schedule.
• A positive, empathetic, and customer-first mindset with a proactive, solution-oriented attitude.
• Excellent verbal and written communication skills, with the ability to engage and collaborate with cross-functional teams and stakeholders.
• Experience with managing Atlassian products, including JIRA and Confluence.
• Experience supporting mission-critical systems with a strong sense of urgency and accountability.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.