Serve as a frontline point of contact for employee IT issues across hardware, software, access, and collaboration tools
Triage, prioritize, and resolve tickets in a timely manner, escalating more complex issues to the Head of IT or external partners when appropriate
Deliver a high-quality employee support experience with clear communication, follow-through, and strong service orientation
Help maintain ticket queues, response times, and resolution quality in line with team SLAs
Prepare, configure, deploy, recover, and refresh laptops and other employee devices
Support endpoint setup using MDM and standard device configuration processes
Track asset assignments, inventory status, repairs, replacements, and returns
Maintain accurate records of hardware inventory, ownership, and lifecycle status
Execute onboarding and offboarding workflows for employees, including device provisioning, account setup, access changes, and equipment return coordination
Partner with People, Finance, and hiring managers to ensure employees are ready on day one and exits are handled securely and cleanly
Build documented checklists and help improve them over time
Support day-to-day administration of identity and collaboration platforms such as Google Workspace, Slack, Zoom, Atlassian, and related SaaS tools
Provide support for conference room technology, printers, shared devices, Wi-Fi troubleshooting, and general office IT readiness
Keep support documentation, onboarding/offboarding checklists, and knowledge base articles up to date.

Requirements

3+ years of experience in IT support, help desk, workplace technology, or internal business systems support
Experience supporting employees in a structured ticketing environment
Hands-on experience with laptop setup, troubleshooting, and basic endpoint support
Familiarity with macOS support; Windows support is a plus
Experience with common business tools such as Google Workspace, Slack, Zoom, Jira or similar ticketing platforms
Strong organizational skills and attention to detail
Clear written and verbal communication skills
Strong customer-service mindset and ability to stay calm, responsive, and practical under pressure
Ability to manage multiple small-to-medium tasks reliably and follow through to completion.

Benefits

Health, dental, and vision coverage
401(k) retirement savings plan with company match
Flexible paid time off
Company holidays
Equity or incentive compensation for eligible roles

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supporthelp deskticketinglaptop setuptroubleshootingendpoint supportmacOS supportWindows supportasset managementonboarding workflows

Soft Skills

organizational skillsattention to detailwritten communicationverbal communicationcustomer servicecalm under pressureresponsivenesspracticalitytask managementfollow-through