Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide onsite and remote IT support for hardware, software, access, collaboration tools, and conference room technology. You will manage support requests, resolve and escalate issues, build agentic workflows and automations, administer SaaS access, document procedures, analyze service data, and partner across functions on scalable IT processes.
Requirements
- 3 to 5 years of experience in IT operations, service desk, or enterprise end-user support
- Experience managing tickets, incidents, access requests, and escalations
- Technical troubleshooting skills across SaaS applications, hardware, operating systems, and workplace technology
- Experience building or managing IT workflows, integrations, and automations
- Written and verbal communication skills
- Ability to explain technical issues to non-technical employees
- Organization and attention to detail while managing multiple priorities
- Problem-solving skills and ability to identify operational improvements
- Ability to translate business requirements into scalable IT processes
- Interest in agentic support, automation, and enterprise IT
Responsibilities
- Own daily IT support operations and serve as the primary escalation point for complex employee issues
- Manage support requests through Serval, including triage, resolution, escalation, documentation, and follow-up
- Build agentic support workflows that improve response times, resolution quality, and employee experience
- Design and maintain automations for onboarding, offboarding, access requests, birthright access, and employee lifecycle events
- Manage account access across SaaS applications using secure, scalable, policy-based processes
- Provide support for workplace hardware, desktop software, collaboration tools, and conference room technology
- Identify recurring issues and replace manual work with documented automation
- Maintain operating procedures, support documentation, and service performance data
- Partner with PeopleOps, Security, Engineering, and business teams on technical solutions
- Help define IT operations standards, systems, and automation
Benefits
- 14 paid holidays
- Flexible PTO for salaried employees
- Accrued time off for hourly employees
- Medical, dental, and vision coverage for full-time employees and their families
- HSA contributions
- Paid parental leave
- Family-forming resources and financial support
- 401(k) matching
- Tax-free personal device allowance
- Flexible Spending Accounts
- Commuter benefits
- Lifestyle wallet contributions
- Mental health therapy and coaching
- Paid sabbatical leave after 5 years
- Stock option plan
- Flexible work hours
- Relocation assistance for candidates moving to San Francisco