# IT Support Engineer

**Company:** [Solace](https://hotfix.jobs/companies/solace)
**Location:** Redwood City, CA
**Role:** IT Support
**Experience:** 3+ years
**Skills:** macOS, Windows, Google Workspace, Okta, 1Password, Slack, Zoom, MDM, AWS, GCP, Comptia A+, Network+
**Posted:** 2026-07-13

> Provide Tier 1 and Tier 2 IT support for a growing healthcare startup, handling onboarding, troubleshooting hardware/software/network issues, device management, and infrastructure support in a hybrid environment. Requires 3-6 years of IT support experience with macOS/Windows, IAM tools, and cloud SaaS.

## Job Description

## Responsibilities
- Provide Tier 1 and Tier 2 technical support via helpdesk, Slack, and other remote-support tools.
- Troubleshoot and resolve hardware, software, and connectivity issues on macOS, Windows, and mobile platforms.
- Manage user onboarding and offboarding, including device setup, account provisioning, and permissions through tools such as Google Workspace, Okta, and 1Password.
- Support and maintain Slack, Zoom, and other applications used across the organization.
- Administer device management and endpoint-security tools.
- Maintain the company’s hardware inventory, asset tracking, and license management systems.
- Collaborate with the Security team to ensure adherence to security policies, including MFA, patching, and access-control requirements.
- Document troubleshooting procedures, IT workflows, and user guides in the internal IT & Security Wiki.
- Assist with network and office infrastructure support where applicable, including printers, routers, and A/V systems.
- Participate in IT projects and process-improvement initiatives as assigned.

## Requirements
- 3 - 6 years of experience in IT support, helpdesk, or systems administration.
- Strong knowledge of macOS and Windows operating systems.
- Demonstrated experience with cloud-based SaaS applications.
- Strong Tier 1 and Tier 2 support experience.
- Familiarity with identity and access management (IAM) tools, MDM systems, and ticketing platforms.
- Fundamental understanding of networking concepts including VPN, DNS, Wi-Fi, and IP configuration.
- Excellent troubleshooting, communication, and interpersonal skills.
- Experience supporting a distributed or hybrid workforce.
- Working knowledge of cloud environments (AWS, GCP, or similar).
- Relevant certifications such as CompTIA A+, Network+, or equivalent.
- Applicants must be based in the United States.

## Nice-to-Haves
- Relevant certifications such as CompTIA A+, Network+, or equivalent.

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