Position SummaryHarness is seeking a highly motivated
SeniorIT Support Specialist to provide hands-on, on-site support for our San Francisco office and additional Bay Area locations. This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, enjoys solving complex technical problems, and takes pride in delivering a high-quality employee experience.
The ideal candidate resides within a 25-mile radius of the
San Francisco office and is available to work on-site Monday through Friday. As an IT Support Specialist II, you will serve as a key contributor to day-to-day IT operations, user support, and strategic IT initiatives while ensuring compliance with company policies and security standards.
Success in this role requires strong technical fundamentals, excellent communication skills, a proactive mindset, and the ability to work independently while collaborating closely with a distributed IT team.
About the role- Provide Tier 2 technical support to internal users, troubleshooting hardware, software, and network issues with a focus on timely resolution and excellent customer service.
- Manage user identity and access, including onboarding, offboarding, and role-based access control, in compliance with company policies and security requirements.
- Support new hire onboarding and employee offboarding, including device provisioning, equipment logistics, orientation support, and account setup/decommissioning.
- Resolve and document IT incidents and service requests utilizing the ticketing system, ensuring clear documentation, root-cause analysis, and appropriate escalation when needed.
- Provide hands-on support for desktops, laptops, mobile devices, conference room AV systems, and other corporate IT assets.
- Participate in the on-call rotation to provide support after hours and on weekends. (Required)
- Create, maintain, and improve user-facing documentation, training materials, and knowledge base articles to promote self-service and reduce recurring issues.
- Collaborate with the IT team, completing assigned tasks and project work using project management tools.
- Contribute to IT projects and initiatives, including planning, implementation, testing, and post-deployment support.
- Maintain accurate documentation related to asset inventory, system configurations, environments, and operational processes.
- Communicate clearly and professionally with stakeholders to ensure effective issue resolution and expectation management.
- Operate with a security-first mindset, adhering to IT security policies, procedures, and best practices.
- Stay current with emerging technologies and proactively recommend process improvements and operational efficiencies.
About you- 5+ years of experience in IT support, help desk, or a related technical support role.
- Strong working knowledge of hardware, operating systems, SaaS applications, and basic networking concepts.
- Hands-on experience with user account management, access control, and onboarding/offboarding workflows.
- Experience using IT ticketing systems and collaborating through project management tools.
- Proven ability to deliver excellent customer service and communicate technical concepts to non-technical users.
- Ability to work independently, manage competing priorities, and adapt in a dynamic, fast-paced environment.
- Strong documentation, organizational, and time-management skills.
- Flexibility to accommodate after-hours and weekend on-call support.
Nice to have, but not required:
- Okta, Kandji, Cisco Meraki, Google Workspace, Slack Enterprise Grid, Asset Panda, ManageEngine Endpoint Central, Carbon Black, Mimecast, FreshService, Atlassian, Zoom, Qualys, LastPass
- Audio/Visual Experience, Running Events
Work LocationOnsite - San Francisco, CA
What you will have at Harness- Competitive salary
- Comprehensive healthcare benefits
- Flexible Spending Account (FSA)
- Flexible work schedule
- Employee Assistance Program (EAP)
- Flexible Time Off and Parental Leave
- Monthly, quarterly, and annual social and team building events
- Monthly internet reimbursement
Pay transparency
$90,000-$105,000 USD
