Description
We are seeking a mid-level IT Support Specialist II to provide hardware, software, and onboarding support across the company. This role serves as the primary escalation point for Tier 1 support, resolving complex technical issues and offering guidance and mentorship to the broader support team.
Responsibilities:
- Provide timely, high-quality technical support to end users across Microsoft, Apple, Atlassian, and Google enterprise environments
- Handle complex technical issues escalated from Tier 1 support
- Troubleshoot and resolve issues related to conferencing, collaboration, and communication tools
- Manage and maintain devices using MDM solutions such as JAMF and Intune
- Implement and maintain endpoint security best practices
- Prioritize and manage a queue of support requests
- Maintain a high standard of attention to detail, quality, and confidentiality
- Work independently with minimal supervision
- Proactively identify gaps or inefficiencies in existing IT processes and recommend improvements
- Occasionally travel to or work from our Palo Alto office
Requirements:
- Proven experience in an IT support or helpdesk role (3-5 years preferred)
- Experience resolving complex technical issues
- Familiarity with Microsoft, Apple, Atlassian, and Google products in an enterprise environment
- Working knowledge of conferencing, collaboration, and communication software
- Knowledge of proper endpoint security management and protection practices
- Experience with MDM management solutions and policy creation
- A strong sense of urgency and commitment to completing projects
- Excellent attention to detail and a commitment to quality and confidentiality
- The ability to work independently with little direct supervision
- A proactive mindset
- Willingness and ability to travel occasionally to Palo Alto
Benefits:
- Competitive salary & equity compensation
- Unlimited PTO, company holidays, and quarterly mental health days
- Comprehensive health benefits
- Employee Stock Purchase Program (ESPP)
- 401k benefits with employer matching contribution
- Offsite team retreats