IT Support Specialist

Responsibilities

• Improve Support Systems and Processes: Collaborate with cross-functional teams to identify opportunities for improvement, support the creation and maintenance of repeatable workflows (such as onboarding and device imaging), and contribute innovative ideas during IT team meetings.
• Collaborate across OpenAI: Work closely with cross-functional teams (Security, Facilities, People Ops, etc.) to ensure seamless employee experiences. Clearly articulate issues, potential solutions, and timelines to both technical and non-technical stakeholders.
• Act as Frontline IT Support: Serve as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt and reliable resolution of employee requests.
• Manage Vendors and Equipment: Coordinate with vendors for procurement, repairs, and maintenance while managing hardware and software inventories to maintain secure, up-to-date, and standardized systems.

Requirements

• Strong technical expertise in macOS (with a working knowledge of Windows as a plus), identity and device management (e.g., Azure AD, Jamf, Intune), and enterprise collaboration tools like Google Workspace, Office 365, Slack, and Atlassian products.
• Excellent written and verbal communication skills, ensuring clarity and professionalism in both internal and external interactions.
• Excel at troubleshooting and problem-solving within Mac and macOS environments, ensuring smooth operations for users.
• Experience orchestrating high-production all-hands events, managing the AV and technical aspects to ensure successful outcomes.
• Experienced with ServiceNow, leveraging it for IT service management (ITSM) to streamline processes, track incidents, and ensure efficient support ticket handling and resolution.
• Highly driven and motivated, with a proactive approach to problem solving and continuous improvement.
• Exhibit precision and attention to detail in your work, consistently delivering high-quality results.
• Possess a customer-first mindset and the ability to clearly articulate technical details to diverse audiences.

Nice-to-Haves

• Proactive in process improvement and vendor management.
• Mentoring junior team members.
• Automating workflows via scripting or low-code tools.
• Managing IT projects.