IT Support Engineer

Tell Me About My Job

If you are considering this role, you are someone who loves being the person who makes everything just work for the people around you. You take pride in a clean onboarding, a fast ticket resolution, and a knowledge base that actually gets used. You’re equally comfortable walking a non-technical teammate through an MFA reset and digging into a terminal to figure out why something is misbehaving.

This role is the first line of internal IT support at Gravitate — owning the day-to-day employee experience across laptops, accounts, and SaaS tools. It’s also intentionally designed with a growth path into Dev Ops and infrastructure. You’ll start in IT support, take on infrastructure and automation work as you ramp, and shape the role with us as you grow. If you’re curious about cloud, CI/CD, observability, and security engineering, there’s real runway here.

• Service‑Minded: You genuinely enjoy helping people, and you measure your work by how unblocked your teammates are.
• Curious: You don’t just close tickets — you want to understand the system underneath, and you’re excited about growing into cloud and Dev Ops work.
• Self‑Directed: You operate with minimal oversight, own problems end‑to‑end, and know when to ask for help.
• Organized: You bring structure to messy queues and write things down so the next person (or the next you) doesn’t have to figure it out twice.
• Pragmatic: You favor right‑sized solutions over over‑engineered ones, and you’re comfortable making judgment calls.

IT Support (Day One)

• Own incoming internal IT tickets — triage, resolve, or escalate with clear communication
• Run employee onboarding and offboarding: laptop provisioning, account creation, SSO/MFA setup, license assignment, and clean offboarding
• Administer our core SaaS stack — user management, group membership, license tracking
• Manage endpoints: enroll devices, enforce MDM/EDR policy, assist with patching and remediation
• Own hardware procurement and asset inventory: maintain our standard configurations, place and ship orders, and route any non‑standard requests through leadership for approval
• Maintain an internal knowledge base of how‑tos, runbooks, and FAQs to reduce repeat tickets
• Partner on SOC 1 / SOC 2 audits and customer security questionnaires — gathering evidence, owning specific control artifacts, and helping respond to assessor and customer requests
• Participate in light on‑call coverage for after‑hours user‑impacting issues

• Learn our cloud environments (we operate across both GCP and Azure) and take on basic IAM, billing, and account hygiene work
• Help administer observability and alerting — dashboards, alert tuning, log queries
• Pick up source control administration and CI/CD troubleshooting
• Get hands‑on with internal networking, DNS, and remote‑access tooling
• Learn Kubernetes basics — kubectl, pod troubleshooting, deployment workflows
• Begin writing automation in Python (and occasionally C#) for repeatable infrastructure tasks

• 3+ years in an IT support, technical support, helpdesk, or systems administration role
• Strong ticket management discipline (Jira Service Management, Zendesk, Freshdesk, or similar)
• Comfort with macOS administration; working knowledge of Windows
• Strong Linux proficiency — comfortable operating in a shell, navigating the file system, managing processes and services, and troubleshooting at the command line (this is foundational to the Dev Ops growth path)
• Solid grasp of identity, SSO, MFA, and modern SaaS administration
• Comfortable writing basic shell or Python scripts
• Excellent written communication — you can explain a fix in plain English and document it for the next person
• Curiosity about cloud infrastructure and a genuine desire to grow into Dev Ops work
• Self‑directed; comfortable owning problems end‑to‑end with minimal oversight

• Hands‑on exposure to GCP and/or Azure
• Experience with MDM and/or EDR tooling
• Familiarity with Git and modern source control workflows
• Exposure to Kubernetes, Docker, or container concepts
• Some C# experience for Windows/Azure‑side automation
• Background supporting SOC 2 or similar compliance programs
• Experience in the energy, fuel, or B2B SaaS sectors
• Central Time Zone (CT) candidates preferred

• Ability to sit and work at a desk for extended periods
• Participate in video calls and screen sharing as needed throughout the workday