Information Technology Support Specialist

We are looking for an IT Support Specialist to join our Internal IT team in a primarily onsite

capacity at our San Francisco office.

This role will focus on day-to-day employee support, device setup and troubleshooting,

onboarding and offboarding, account administration, conference room support, and other routine

IT operations.

The ideal candidate has a few years of hands-on IT experience and is comfortable

independently resolving common technical issues while recognizing when more complex

problems require escalation. This person should be organized, approachable, technically

curious, and comfortable supporting a modern SaaS-based workplace.

The IT Support Specialist will work closely with the Head of Internal IT and external IT partners

and will have opportunities to gain valuable experience with both Windows/macOS endpoint

management tools, identity and access management, network management and support,

security tools, and internal IT projects over time.

This is a primarily onsite role based in our San Francisco office.

The person in this role will be expected to be onsite most of the workweek to provide first-line

hands-on support for employees, laptops, peripherals, conference rooms, and other office

technology.

• Provide day-to-day Tier 1 and Tier 2 technical support to employees.
• Troubleshoot common hardware, software, connectivity, account access, and application issues.
• Support mainly macOS endpoints with occasional Windows and mobile device support, along with common workplace technology.
• Prepare, configure, deploy, and recover employee laptops and peripherals.
• Support employee onboarding by preparing equipment, creating accounts, and ensuring required access is available.
• Support employee offboarding by disabling accounts, removing access, recovering equipment, and completing related documentation.
• Perform routine user and group administration across systems such as Google Workspace, Okta, Slack, Zoom, Atlassian, and other SaaS platforms.
• Maintain accurate hardware inventory and device assignment records.
• Provide hands-on support for conference rooms, displays, audiovisual equipment, printers, and other office technology.
• Troubleshoot first-line Wi‑Fi,DNS, DHCP, VPN and basic network and peripheral connectivity issues while escalating issues as needed., Document common troubleshooting procedures and maintain internal IT documentation.
• Follow established IT procedures and security practices when handling accounts, devices, and company data.
• Identify recurring support issues and suggest opportunities to improve documentation or processes or implement automation
• Coordinate with the Head of Internal IT, vendors, or external IT partners when issues
• Assist with endpoint management, software deployments, security initiatives, audits, system rollouts, and other IT projects as needed.
• Serve as the primary onsite IT point of contact for the San Francisco office, recognizing issues proactively and ensuring office hardware remains operational and up-to-date.

• 2-5 years of experience in IT support, desktop support, help desk, IT operations, or a similar technical role.
• Strong candidates with slightly less experience may be considered based on demonstrated technical ability,relevant experience and an aptitude for learning new technologies.
• Experience troubleshooting macOS devices in a business environment.
• Experience supporting users in a SaaS-based workplace.
• Familiarity with platforms such as Google Workspace, Slack, Zoom, Microsoft 365, or similar business applications.
• Basic understanding of identity and access management concepts such as SSO, MFA, user provisioning, groups, and permissions.
• Experience working with a ticketing system or structured support process.
• Ability to independently troubleshoot common technical issues and recognize when escalation is appropriate.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple support requests and prioritize work appropriately.
• Comfortable working directly with employees across a range of technical skill levels.
• Customer-service oriented, with an understanding that successful IT support is much as user experience as it is about the hardware.
• Strong sense of ownership with the ability to drive issues to resolution while keeping lines of communication open with impacted users.
• Ability and willingness to work primarily onsite in the San Francisco office.

• Familiarity with Okta or another…