IT Support (Primary)

Serve as the primary onsite contact in Phoenix for technical issues across macOS, Windows, mobile devices, and peripherals; provide remote support daily across all offices
Deliver senior-level, white-glove technical support to leadership and executives; anticipate needs and troubleshoot discreetly during high-visibility moments (board meetings, leadership offsites, executive travel, live events)
Run and support new hire orientations for Phoenix and assist with orientations at other sites; own the Phoenix onboarding experience end-to-end
Support the full asset lifecycle — procurement, onboarding deployments, decommissioning, and inventory audits — in partnership with the global IT team
Partner with global IT, People, Workplace, and Security teams on initiatives touching the employee experience (onboarding, offboarding, access reviews, new tool rollouts)
Mentor peers on the IT Support team; share learnings, act as a senior technical resource, and help raise the bar on technical excellence and customer experience
Maintain clear, current documentation for Phoenix site operations, runbooks, and troubleshooting playbooks; identify recurring issues and drive improvements to reduce ticket volume and improve resolution time
Collaborate with the Workplace team to keep the physical IT environment (cabling, server room, workstations) in good working order

Network Support

Proactively monitor local network health (Wi-Fi, LAN, wired connectivity) and serve as the first point of contact for office-level connectivity issues
Act as the onsite technical resource for the global Network Engineering team — executing physical tasks such as patching, cable management, and gear staging within the IDF/MDF under remote guidance
Troubleshoot and resolve end-user network issues (Wi-Fi drops, port-level connectivity, VPN) and manage local ISP-related escalations

Perform daily walkthroughs of all conference and collaboration spaces, ensuring Zoom Rooms, displays, cameras, and audio are fully operational
Provide hands-on AV support for onsite meetings, town halls, and Phoenix-based All Hands events — managing basic audio, display routing, and Zoom session health
Serve as the onsite point of contact for AV vendors during equipment repairs or refreshes

Support site-level and cross-site projects including office buildouts, hardware refreshes, MDM rollouts, and new tool deployments

5+ years of professional IT Support experience, including 2+ years supporting multiple offices or a distributed workforce
Demonstrated experience providing white-glove technical support to executives and senior leadership in a high-visibility environment
Proven track record of working independently as a senior IC — owning outcomes, exercising judgment, and operating without close oversight
Advanced troubleshooting across macOS, Windows, mobile, and peripherals
Deep experience with MDM platforms (Jamf or Kandji for Mac; Intune or Airwatch for Windows)
Strong familiarity with cloud-first SaaS environments: Okta, Google Workspace, Slack, Jira, Confluence, 1Password, Zoom, Oomnitza or similar asset management tools
Solid networking fundamentals — Wi-Fi, LAN, DHCP, DNS, VLAN configuration — and confidence with onsite tasks such as patching, cabling, switch/AP troubleshooting, and IDF/MDF work
Hands-on experience with Zoom Rooms or Teams Rooms endpoints and leading the full technical execution of live events and All-Hands productions
Excellent written and verbal communication; comfortable presenting to and supporting executive audiences
Self-directed and dependable — able to work independently as the only IT person onsite while collaborating with a remote global team
Ability to travel occasionally to other offices to support onsite needs, events, and projects
Experience mentoring peers, documenting standards, and driving process improvements

Hands-on experience with Meraki-based environments (MX, MS, MR) and 802.1X authentication
Familiarity with redundant or dual-ISP network setups