3+ years of on-premise IT support with hands-on Windows 11 experience
3+ years of basic networking knowledge including VLANs and Wi-Fi
Demonstrated mechanical and electrical aptitude with hand and power tools
Practical experience with setting up and maintaining physical equipment like robots or AV systems
Strong organizational and time-management skills for accurate record-keeping
Excellent problem-solving abilities and hands-on approach
Valid US driver's license and willingness to travel between sites
Responsibilities
Onboard and offboard employees by managing accounts and setting up workspaces
Manage Windows and MacOS devices, including software deployment and troubleshooting
Provide 1st and 2nd level IT support and resolve issues through ITSM system
Set up and commission robots for internal use and customer demonstrations
Carry out maintenance for robotics and troubleshoot hardware issues
Manage inventory of IT assets and monitor supply levels
Support site operations by managing meeting rooms and performing general site maintenance
Facilitate shipping and receiving logistics for hardware and robotic components
Collaborate with the central IT and PMO on infrastructure and security projects
Travel regularly between Palo Alto and Petaluma sites for support as needed
Benefits
Performance-based bonuses
Comprehensive health, dental, and vision insurance
Safe Harbor 401k plan
Generous paid time off and holidays
Opportunities for professional development in robotics technology
Full Job Description
Role Overview
You will be the first point of contact for all IT matters across our Palo Alto and Petaluma offices, working in close coherence with the IT team in Munich, Germany. Your focus will be on end-user IT support, device and asset management, robot setup and maintenance, and general hands-on site support. This is a deliberately broad, practical role for someone who is equally comfortable imaging a laptop, wiring up a robot demo cell, and mounting a monitor arm - in a team with flat hierarchies and technology-driven colleagues.
Requirements
Key Responsibilities
Onboarding and offboarding: create and disable accounts in Windows Active Directory and Linux, set up laptops, workstations and peripherals, prepare the workspace for new starters, and recover, wipe and recycle equipment on exit.
Windows and MacOS device management: install and prepare laptops and workstations, enroll and manage devices in our device management tool, deploy software, and troubleshoot common issues.
Provide IT support at 1st and 2nd level: work tickets in our ITSM system, resolve issues end to end, and collaborate closely with internal and external 3rd level support.
Robot setup and commissioning: unpack, assemble, power, network and configure robot systems, test benches and demo cells for internal use, customer demonstrations and trade shows.
Robot maintenance: carry out routine preventive maintenance, basic mechanical and electrical checks, cable and connector replacement, firmware and software updates, and coordinate with engineering in Munich on faults and spare parts.
IT storage and asset management: track end-user devices, robot accessories and spares in storage, monitor supply levels, flag reorders to your supervisor, and maintain accurate inventory records in our asset manager.
General hands-on site support: set up and maintain meeting rooms, printers, AV and network cabling; assemble furniture, workbenches and shelving; mount displays and fixtures; and handle small repairs and improvements across the facility.
Shipping, receiving and logistics: receive and inspect incoming hardware and robot components, and prepare outbound shipments and crates for demos, events and customer sites.
Collaboration with central IT: support the Munich team on IT infrastructure and information security topics, and coordinate with the internal PMO on project requirements.
Multi-site coverage: regular travel between our Palo Alto and Petaluma sites, with occasional travel to other US locations to provide temporary on-site support.
Experience & Attributes
E3+ years in on-premise IT support, including 3+ years of hands-on Windows 11 support and 3+ years of basic networking (switching, VLANs, Wi-Fi, structured cabling).
Demonstrable mechanical and electrical aptitude - confident with hand and power tools, assembly work, and reading basic wiring, assembly or maintenance documentation.
Practical experience setting up, maintaining or repairing physical equipment - robots, industrial machinery, lab or test hardware, AV systems or similar.
Strong organizational and time-management skills, with the discipline to keep ticket and inventory records accurate.
Excellent problem-solving skills with a hands-on mentality and flexibility; comfortable working independently across two sites and switching between IT, robotics and facilities tasks.
High degree of service and customer orientation.
Valid US driver's license and willingness to travel regularly between our US sites.
Excellent communication skills in English (written and spoken).
Nice to Have
Advanced Windows 11 and MacOS support knowledge.
Basic Linux knowledge (Ubuntu 24.04).
Experience with ITSM tools and device management platforms (e.g. Intune).
Exposure to robotics or automation - ROS, PLCs, industrial networking, or robot safety and installation standards.
Experience in setup and maintenance of peripherals and meeting room technology (printers, conferencing hardware, displays).
Facilities, electrical or general maintenance experience.
Classification and Compensation
Employment type. Full-time, exempt (salaried).
Salary range. $116,000 to $175,000 USD per year, depending on experience and location within Petaluma and San Francisco Bay Area.
Benefits
Performance-based bonuses.
Comprehensive benefits package, including health, dental, vision insurance, and Safe Harbor 401k.
Generous paid time off and paid holidays.
Opportunities for professional development and continuous learning in cutting-edge robotics technology.
