Operations 3 Full-time 3 San Francisco
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We're looking for an IT Operations Engineer who thrives in a fast-moving environment and takes pride in creating a seamless employee experience. Youll be on the front lines of IT, serving as the primary point of contact for employee support while owning key operational workflows across onboarding, device lifecycle management, access administration, and office technology.
This is a hands-on role where youll support employees in real time, manage tickets from intake through resolution, troubleshoot macOS devices and office AV systems, and ensure every new hire is set up for success on day one. Youll also help manage core IT systems including Okta, Google Workspace, Slack, and our device inventory processes, making sure access, hardware, and support operations scale smoothly as the company grows.
Youll work closely with the broader IT, Security, People, and Workplace teams to resolve issues, improve processes, and identify opportunities for automation and better documentation. This role reports to the Head of IT and offers significant ownership over the day-to-day systems and experiences that keep our employees productive.
You will be responsible for- End-User Support & Help Desk: Serves as the primary point of contact in the #it-help Slack channel, triaging and resolving employee requests in real time across hardware, software, and account issues. Manages the full ticket lifecycle through the Console ticketing system. Handles escalations and cross-functional requests with consistent follow-through.
- New Hire Onboarding: Owns the day-one onboarding experience, providing new hires with their laptop and attending onboarding sessions to ensure every employee is fully set up with their device and has access to all required first-day systems and tools. Directly supports the employee lifecycle workflows the role requires at scale.
- Desktop & AV Support: Provides hands-on hardware support including monitor and laptop replacements, peripheral distribution, and macOS device troubleshooting. Maintains audiovisual infrastructure across the office, including Zoom conference rooms, TVs, Logitech Tap systems, and Logitech Schedulers.
- Laptop Inventory & Lifecycle Management: Owns the complete device lifecycle, from receiving and organizing shipments by spec, to issuing devices, coordinating replacements, and wiping returned devices for reuse. Also coordinates logistics for remote employees and incoming new hires.
- Access Management & Identity Administration: Manages user access across multiple platforms via individual admin consoles and the Okta Admin Console. Creates and maintains Okta groups and group rules to automate provisioning , directly aligned with the roles identity, SSO, and MDM requirements. Administers Google Groups in Google Workspace Admin and manages Slack workspace settings and permissions.
You May Be a Good Fit If You- Have 3-5+ years of hands-on IT support experience in a fast-paced or high-growth environment
- Are a strong communicator who genuinely enjoys helping people solve problems
- Have solid experience supporting macOS endpoints and administering MDM tooling (Kandji experience a plus)
- Have hands-on experience with Google Workspace administration
- Have experience with Slack administration - workspace management, permissions, and troubleshooting
- Understand identity and access fundamentals: SSO, MFA, directory services, and lifecycle management
- Have experience with Okta administration - user management, group rules, and app provisioning
- Take ownership of problems and follow through until theyre resolved
- Are organized enough to manage competing priorities without things falling through the cracks
- Think beyond the immediate fix - you ask why did this happen? and how do we prevent it?
