Frontline IT Support Specialist
5 Hours ago • All levels • ~ $110,011.2 PA
IT & Infrastructure
Job Description
As a Frontline IT Support Specialist, you will be the first point of contact in our helpdesk for hardware, software, and network issues. You will resolve incoming support requests, collaborate across teams to improve repeatable workflows such as onboarding and device imaging, and share ideas that make everyday work smoother for everyone. This role is based in our San Francisco office and requires five days per week on-site.
Good To Have:
- Working knowledge of Windows.
- Excellent written and verbal communication skills.
- Highly driven and motivated, with a proactive approach to problem solving and continuous improvement.
- Precision and attention to detail in your work.
- Customer-first mindset and the ability to clearly explain technical details to diverse audiences.
Must Have:
- Provide frontline helpdesk support, serving as the primary contact for troubleshooting hardware, software, and network issues.
- Improve support systems and processes by working with cross-functional partners and contributing ideas.
- Participate in on-call rotation for priority incidents.
- Strong technical expertise in macOS, identity and device management (Azure AD, Jamf, Intune), and enterprise collaboration tools (Google Workspace, Office 365, Slack, Atlassian products).
Perks:
- Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
- Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
- 401(k) retirement plan with employer match
- Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
- Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
- 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend to fuel your professional growth
- Daily meals in our offices, and meal delivery credits as eligible
- Relocation support for eligible employees
- Additional taxable fringe benefits, such as charitable donation matching and wellness stipends
About the Team
The IT Services and Support team is responsible for providing seamless, efficient, and reliable IT solutions across the organization. We handle frontline IT support, manage vendor relationships and equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience.
About the Role
As a Frontline IT Support Specialist, you’ll be the first point of contact in our helpdesk for hardware, software, and network issues. You’ll resolve incoming support requests, collaborate across teams to improve repeatable workflows such as onboarding and device imaging, and share ideas that make everyday work smoother for everyone.
This role is based in our San Francisco office and requires five days per week on site. Relocation assistance is available.
In this role, you will:
- Provide frontline helpdesk support: Serve as the primary contact for troubleshooting hardware, software, and network issues, ensuring prompt and reliable resolution of employee requests.
- Improve support systems and processes: Work with cross-functional partners to identify opportunities for improvement, help create and maintain repeatable workflows, and contribute ideas during IT team meetings.
- Participate in on-call rotation: Join a scheduled helpdesk on-call rotation for priority incidents.
You might thrive in this role if you:
- Bring strong technical expertise in macOS (with working knowledge of Windows as a plus), identity and device management (Azure AD, Jamf, Intune), and enterprise collaboration tools such as Google Workspace, Office 365, Slack, and Atlassian products.
- Demonstrate excellent written and verbal communication skills, ensuring clarity and professionalism in every interaction.
- Are highly driven and motivated, with a proactive approach to problem solving and continuous improvement.
- Show precision and attention to detail in your work, consistently delivering high-quality results.
- Possess a customer-first mindset and the ability to clearly explain technical details to diverse audiences.
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