IT Support Engineer

Responsibilities

End-User Support

• Triage and resolve issues across hardware, software, networking, and accounts — primarily through our ticketing system, with additional support via Slack and in-person
• Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, and our core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian)
• Troubleshoot device issues, including enrollment, configuration profiles, and policy enforcement
• Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs)
• Handle escalations requiring cross-team coordination
• Participate in an on-call rotation for urgent issues outside business hours
• Provide hands-on support for user technology, AV systems, conference rooms, and printers

Communication & Documentation

• Communicate clearly with users of all technical levels
• Write and maintain internal documentation including runbooks, how-to guides, and knowledge base articles
• Identify patterns in support requests, surface recurring issues to the team, and identify opportunities for automation or systemic solves

Operational Improvement

• Help streamline onboarding and other high-volume operations as the company scales
• Contribute to automation efforts
• Maintain and improve device management, identity, and access systems
• Assist with scripting (Bash, Python) to automate repetitive tasks

Requirements

• 5-7+ years of hands-on IT support experience, ideally in a fast-paced or high-growth environment
• Excellent communicator who genuinely enjoys helping people solve problems
• Strong troubleshooting skills; methodical, curious, and persistent
• Experience supporting macOS endpoints and comfortable supporting ChromeOS, iOS, and Android
• Significant experience with Google Workspace administration
• Experience with Slack administration — workspace management, permissions, and troubleshooting
• Substantial experience supporting and administering additional SaaS tools
• Understand identity and access fundamentals — SSO, MFA, directory services
• Familiar with MDM fundamentals and endpoint management concepts
• Experience with basic scripting (Bash or Python) for automation
• Take ownership of problems and follow through until resolved
• Think beyond the immediate fix — ask "why did this happen?" and "how do we prevent it?"
• Organized enough to manage competing priorities
• Propose solutions when seeing processes that don't scale
• Looking to develop deeper technical skills and take on more complex systems administration challenges
• Bachelor’s degree or equivalent combination of education, training, and/or experience

Nice-to-Haves

• Familiar with zero-trust security concepts and endpoint security tooling
• Experience with networking basics — DNS, DHCP, VPNs, networking fundamentals
• Contributed to IT projects beyond day-to-day support (migrations, tool rollouts, process redesigns)
• Experience using AI tools to improve personal or team productivity