Senior IT Support Specialist

Position Summary

Harness is seeking a highly motivated IT Support Specialist II to provide hands-on, on-site support for our San Francisco and Mountain View offices
. This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, enjoys solving complex technical challenges, and is passionate about delivering an exceptional employee experience.

The ideal candidate resides within a 25-mile radius of the San Francisco and Mountain View offices and is available to work on-site Monday through Friday
, while traveling between the two locations as needed. In this role, you will support day-to-day IT operations, troubleshoot technical issues, manage endpoint lifecycle activities, and partner with employees, vendors, and cross-functional teams to deliver a seamless technology experience while maintaining company security standards.

Success in this role requires strong technical expertise, excellent communication and customer service skills, a proactive mindset, and the ability to work independently while collaborating effectively with a distributed global IT team.

• Provide Tier 2 technical support to internal users, troubleshooting hardware, software, and network issues with a focus on timely resolution and excellent customer service.
• Manage user identity and access, including onboarding, offboarding, and role-based access control, in compliance with company policies and security requirements.
• Support new hire onboarding and employee offboarding, including device provisioning, equipment logistics, orientation support, and account setup/decommissioning.
• Resolve and document IT incidents and service requests utilizing the ticketing system, ensuring clear documentation, root-cause analysis, and appropriate escalation when needed.
• Provide hands-on support for desktops, laptops, mobile devices, conference room AV systems, and other corporate IT assets.
• Participate in the on-call rotation to provide after-hours and weekend support. (Required)
• Create, maintain, and improve user-facing documentation, training materials, and knowledge base articles to promote self-service and reduce recurring issues.
• Collaborate with the IT team, completing assigned tasks and project work using project management tools.
• Contribute to IT projects and initiatives, including planning, implementation, testing, and post-deployment support.
• Maintain accurate documentation related to asset inventory, system configurations, environments, and operational processes.
• Communicate clearly and professionally with stakeholders to ensure effective issue resolution and expectation management.
• Operate with a security-first mindset, adhering to IT security policies, procedures, and best practices.
• Stay current with emerging technologies and proactively recommend process improvements and operational efficiencies.

• 5+ years of experience in IT support, help desk, or a related technical support role.
• Strong working knowledge of hardware, operating systems, SaaS applications, and basic networking concepts.
• Hands-on experience with user account management, access control, and onboarding/offboarding workflows.
• Experience using IT ticketing systems and collaborating through project management tools.
• Proven ability to deliver excellent customer service and communicate technical concepts to non-technical users.
• Ability to work independently, manage competing priorities, and adapt in a dynamic, fast-paced environment.
• Strong documentation, organizational, and time-management skills.
• Flexibility to accommodate after-hours and weekend on-call support.

Nice to have, but not required:

• Okta, Iru, Cisco Meraki, Google Workspace, Slack Enterprise Grid, Asset Panda, Manage Engine Endpoint Central, Carbon Black, Mimecast, Fresh Service, Atlassian, Zoom, Qualys, Last Pass
• Audio/Visual Experience, Running Events

On-site at Harness offices in San Francisco and Mountain View with occasional travel between sites.

• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Flexible Time Off and Parental Leave
• Monthly, quarterly, and annual social and team building events