IT Specialist

About UGC Mastery Academy
UGC Mastery Academy is a fast-growing online education and coaching program that teaches people how to build a sustainable income as user-generated content (UGC) creators. We help students land brand deals, create high-performing content, and build scalable creator businesses. Our team moves fast, operates across multiple tech platforms, and is in an active phase of scaling our systems and student experience.

About the role
We're looking for a reliable, detail-oriented IT Specialist to join our growing technical team. You'll be the first line of support for our internal systems and tools — keeping our platforms running smoothly, resolving technical issues across departments, and maintaining the day-to-day reliability of our tech stack. This is a hands-on, reactive-first role that plays a critical part in keeping the business operational as we scale.

What you'll do

Systems & platform support
Monitor and maintain core business platforms including GoHighLevel (GHL), Close.io, OnceHub, ClickUp, and our LMS/student portal
Troubleshoot and resolve technical issues across sales, marketing, delivery, and customer service tools
Manage user access, permissions, and onboarding/offboarding across all platforms
Respond to internal IT support tickets and prioritize fixes based on business impact

Integrations & automation
Maintain and troubleshoot n8n / Zapier / Make automations and CRM integrations
Support the setup of webhooks, API connections, and third-party integrations as needed
Flag and escalate integration failures that affect lead routing, student access, or payment processing

Documentation & SOPs
Document recurring issues, resolutions, and system configurations in the knowledge base
Maintain internal SOPs for common IT tasks and system procedures
Communicate technical updates clearly to non-technical teammates

Cross-functional collaboration
Coordinate with Sales, Marketing, Delivery, and CS to understand and resolve IT-related blockers
Participate in weekly IT syncs and provide status updates on open issues
Support the Technical Lead in executing the IT roadmap and moving from reactive to proactive IT operations

What we're looking for
1–3 years of experience in IT support, technical operations, or a systems admin role
Hands-on experience with GHL systems, marketing automation tools, and SaaS platforms like Close.io
Working knowledge of Zapier, Make, n8n, or similar automation tools
Familiarity with user access management, permissions, and SSO / Google Workspace admin
Strong troubleshooting and problem-solving skills, with the ability to work independently
Clear written communicator — able to explain technical issues to non-technical stakeholders
Comfortable managing multiple open issues at once with a structured ticket/priority system

Nice to have
Experience in an online education, coaching, or course business
Familiarity with payment processors (Stripe, Clarity Pay, or similar) and billing troubleshooting
Experience using ClickUp or similar PM tools for IT workflows
Basic understanding of DNS, email deliverability, and domain management
Experience supporting webinar platforms or live-event tech stacks

What success looks like
Critical issues resolved within 4 hours; standard issues within 24 hours
No open tickets older than 3 business days without an update
Core platforms available and functioning during business hours
All recurring issues documented in the KB within 1 week of resolution
Positive feedback from department leads on IT responsiveness

Our stack
GoHighLevel (GHL) · Close.io · OnceHub · ClickUp · Zapier / Make · Google Workspace · Slack · Stripe / Clarity Pay · Custom LMS (in development)