Senior IT Support Engineer

Role Overview

The Senior IT Support Engineer will be responsible for the day-to-day IT service management and delivery for the organization. The ideal candidate will possess strong technical expertise, be highly customer-centric, and have genuine empathy for resolving support issues. 

Responsibilities

• Provide quality and timely technical support and service for end users, serving as the first point of contact for IT support issues. 
• Diagnose, troubleshoot, and resolve a variety of inbound support requests, ranging in complexity, via service desk tickets, email, Slack, and in-person interactions.
• Collaborate with IT vendors to resolve escalated issues efficiently.
• Facilitate employee onboarding and offboarding, including provisioning/deprovisioning accounts, computer procurement, logistics, decommissioning, and user training.
• Administer core IT systems and ensure their smooth operation.
• Accurately manage hardware and software assets using ITAM software.
• Update IT knowledge base for self-service and internal documentation.
• Develop and implement automations and workflows using REST APIs and webhooks to streamline IT processes.
• Ensure compliance with IT service level commitments, corporate policies, standards, and regulatory requirements (e.g., SOX, SOC2, NIST). 
• Provide feedback on common IT issues and trends that should be addressed in the organization.
• Actively contribute to IT projects and initiatives, delivering results accurately and on time.

Requirements

• Minimum 3+ years of IT helpdesk/service desk experience in ideally a cloud-first IT environment.
• Proficiency in administering enterprise SaaS and collaboration tools, including SSO (Okta/OneLogin), MFA, Google Workspace, Office365, Atlassian, Zoom, and Slack), certifications a plus.
• Advanced troubleshooting skills for desktop operating systems (macOS, Windows 11) and mobile devices (iOS/Android).
• Experience using and configuring mobile device management (MDM) platforms like Kandji, Jamf Pro, Microsoft Intune-Endpoint Manager, and SCCM.
• Motivated to provide the best-in-class service for customers and end users and maintain operational excellence.
• Strong communication (written and verbal) with the ability to explain complex technical issues to nontechnical audiences.
• Ability to work independently with a high degree of initiative to resolve issues.
• Intellectually curious and driven to help team members; ability to ask good questions to investigate and troubleshoot technical issues thoroughly.
• Experience managing assets/lifecycle management using an ITAM platform.
• Experience managing conference room hardware (ie. Zoom Room, Google Meet) and AV equipment.
• Familiarity with networking, VLAN, AP, Firewall, switch configurations, and general network troubleshooting.
• Experience working with rest APIs using Postman or similar tools.
• Experience with Bash, Powershell, and Python scripting. 
• Ability to move IT equipment weighing up to 50 pounds; responsible for shipping and receiving packages of IT equipment weighing up to 50 pounds.
• Proven ability to thrive in a fast-paced working environment and deliver results..
• Strong team player with a hunger for learning and making an impact
• Commitment to ethical practice and integrity in actions and behaviors.

Compensation & Benefits

We are excited to offer a competitive base pay range of $85,000 to $120,000 per year for this position, based on experience and qualifications. But that's not all - as a valued member of our team, you will also have access to an array of top-notch benefits, including:

• Annual bonus program and participation in our Restricted Stock Unit program
• 100% Employer-paid health, dental, and vision insurance for you, your dependents, and spouse or registered domestic partner
• 100% Employer paid long term disability, and life insurance
• 401(k) retirement plan with matching contributions to help you plan for your future
• Open Paid Time Off policy with a birthday day off and 11 holidays 
• Professional development reimbursement
• Cell Phone, Wellness, and Internet expense reimbursement, along with a subscription to the Calm App
• 100% fully paid parental leave for team members up to 22 weeks for the primary caregiver and 12 weeks for the secondary caregiver 
• Dog-friendly offices (LA and AZ) along with a $300 pet adoption reimbursement