Senior IT Support Specialist

Instacart is looking for a Senior IT Support Specialist to join its IT Support team. As a Senior IT Support Specialist, you will be the go-to technical partner for Instacart employees, resolving issues through the ticketing system and in person, and helping every teammate get back to work quickly and feel supported.

Responsibilities:

• Resolve 70+ support tickets a week for Instacart employees through our ticketing system and in-person support, while keeping CSAT high.
• Reach full independence within 90 days: self-resolve with minimal escalations, escalate efficiently when needed, and handle on-call responsibilities.
• Support and administer core systems including Okta, Jira, Google Workspace, Slack, Jamf, Conductor One, and 1Password, and troubleshoot macOS, Windows, and ChromeOS.
• Be a point of contact for your office, partnering with IT Support peers, Corporate Engineering, and HR.
• Assist with onboarding new hires, including hardware deployment, equipment setup, and SaaS app access through our SSO tool.
• Keep office AV equipment, including Zoom-enabled conference rooms, working properly.
• Own or contribute to IT projects that help us maintain and scale our environment, and keep our knowledge base and documentation up to date.
• Participate in a rotating on-call schedule for weekend P0 support.
• Work a Monday to Friday 9am to 6pm local-time schedule, in the office 2 to 3 days a week as business needs require (currently 2).

Requirements:

• 3+ years of relevant IT support experience.
• 3+ years supporting macOS, Windows, and ChromeOS.
• 3+ years of hands-on experience with Google Workspace.
• Hands-on administration experience with Okta, Jira, and Slack.
• Working knowledge of AV systems, including Zoom.
• Comfortable with a rotating weekend on-call schedule for P0 support.
• Ability to occasionally lift 40 lbs.
• Able to work in a specified office 2-3 days a week.

Preferred Qualifications:

• Hands-on experience with Jamf, Conductor One, and 1Password.
• Experience at a tech company or startup of 1,000+ employees.
• At least a year in a customer-facing role, such as Apple retail.
• A track record of strong CSAT scores and high ticket volume.
• Inclined to Google things you don't know before asking someone.
• Friendly personality and love to teach others.