IT Support Specialist II

We are looking for an IT Support Specialist II to join our IT Support team and provide hands-on Tier 1-2 support for employees at our San Francisco office and across our distributed workforce. In this onsite role, you'll troubleshoot macOS, Windows, identity, endpoint management, SaaS, and AV issues; support onboarding and device readiness; and grow your Tier 3 skills alongside experienced teammates. You'll also help improve our AI-first support model by strengthening knowledge resources and flagging recurring issues so we can resolve employee needs more reliably and at scale. What You Will Do: • Deliver reliable Tier 1-2 support for San Francisco-based and remote employees, meeting service expectations while reducing routine escalations to senior IT staff. • Keep employees productive and new hires ready to work by ensuring devices, access, and core workplace tools are dependable through onboarding, offboarding, and day-to-day support. • Own the health and lifecycle of a defined device or software domain, maintaining consistent configuration standards across endpoint and identity platforms and improving reliability over time. • Reduce repeat incidents by recognizing patterns, driving root-cause follow-up, and turning recurring symptoms into durable fixes. • Improve AI-assisted support quality by strengthening knowledge content, reviewing resolution patterns, and validating AI-generated guidance so Atomicwork resolves more issues accurately and autonomously. • Expand Tier 3 capability over time, resolving increasingly complex issues independently while using sound judgment about when to escalate. This role is fully on-site in the San Francisco office, five days per week. What you'll bring • 1-3 years of IT support experience, with demonstrated ownership of Tier 1-2 tickets. • Hands-on troubleshooting experience across macOS and Windows, basic networking, and common workplace SaaS tools. • Experience with endpoint management (such as Mosyle, Intune, Jamf, or Kandji) and identity/access tools (such as Okta or Google Workspace). • Experience supporting video conferencing or office AV systems, such as Google Meet or Zoom Rooms. • Strong customer communication and sound judgment: you know when to resolve an issue, verify AI-generated guidance, or escalate. • Regular use of LLM assistants for work, with care to verify outputs before acting on them. • Ability to work onsite in our San Francisco office five days per week and provide on-call support for major emergencies only. Nice to have: • Experience with an AI-assisted ITSM platform, such as Atomicwork. • Basic scripting or automation experience for repetitive support tasks. • Experience supporting an office buildout, expansion, or a fast-growing company. Benefits At Ōura, we care about you and your well-being. Everyone here at Ōura has a ring of their own and we are continually looking to improve employee health. What we offer: • Competitive salary and equity packages • Health, dental, vision insurance, and mental health resources • An Ōura Ring of your own plus employee discounts for friends & family • 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off • Paid sick leave and parental leave Ōura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future. Region 1 $93,500 - $110,000 Region 2 $85,000 - $100,000 Region 3 $79,900 - $94,000 A recruiter can determine your Region based on your US location. We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).