Senior IT Support Specialist
$90,000–$105,000 year
On-siteSan Francisco, California, United States
Job Summary
Provide Tier 2 technical support to internal users, troubleshooting hardware, software, and network issues with a focus on timely resolution and excellent customer service. Manage user identity and access, including onboarding, offboarding, and role-based access control, while supporting new hire and employee offboarding workflows. Resolve and document IT incidents and service requests utilizing the ticketing system, ensuring clear documentation and root-cause analysis. Operate with a security-first mindset, adhering to IT security policies, and participate in the required on-call rotation for after-hours and weekend support. Maintain accurate documentation related to asset inventory, system configurations, and operational processes. Create, maintain, and improve user-facing documentation, training materials, and knowledge base articles to promote self-service. Collaborate with the distributed IT team on assigned tasks and projects, staying current with emerging technologies to recommend process improvements.
Required Qualifications
- 5+ years of experience in IT support, help desk, or a related technical support role
- Strong working knowledge of hardware, operating systems, SaaS applications, and basic networking concepts
- Hands-on experience with user account management, access control, and onboarding/offboarding workflows
- Experience using IT ticketing systems and collaborating through project management tools
- Proven ability to deliver excellent customer service and communicate technical concepts to non-technical users
- Ability to work independently, manage competing priorities, and adapt in a dynamic, fast-paced environment
- Strong documentation, organizational, and time-management skills
- Flexibility to accommodate after-hours and weekend on-call support
- Resides within a 25-mile radius of the San Francisco office
- Available to work on-site Monday through Friday
- Participate in the on-call rotation to provide support after hours and on weekends
Desired Qualifications
- Okta
- Kandji
- Cisco Meraki
- Google Workspace
- Slack Enterprise Grid
- Asset Panda
- ManageEngine Endpoint Central
- Carbon Black
- Mimecast
- FreshService
- Atlassian
- Zoom
- Qualys
- LastPass
- Audio/Visual Experience
- Running Events
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