Senior IT Support Specialist

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Instacart is looking for a Senior IT Support Specialist to join its IT Support team in Toronto or New York City. This person is the go-to technical partner for Instacart employees, resolving issues through the ticketing system and in person, and helping every teammate get back to work quickly and feel supported. This is a hybrid role with a set schedule for days in the office, working alongside a collaborative team of technicians, Corporate Engineering, and HR. It's a great opportunity to work with modern tooling, grow your skills, and have a real impact on the employee experience at Instacart.

• Resolve 70+ support tickets a week for Instacart employees through our ticketing system and in-person support, while keeping CSAT high.
• Reach full independence within 90 days: self-resolve with minimal escalations, escalate efficiently when needed, and handle on-call responsibilities.
• Support and administer core systems including Okta, Jira, Google Workspace, Slack, Jamf, Conductor One, and 1Password, and troubleshoot macOS, Windows, and ChromeOS.
• Be a point of contact for your office, partnering with IT Support peers, Corporate Engineering, and HR.
• Assist with onboarding new hires, including hardware deployment, equipment setup, and SaaS app access through our SSO tool.
• Keep office AV equipment, including Zoom-enabled conference rooms, working properly.
• Own or contribute to IT projects that help us maintain and scale our environment, and keep our knowledge base and documentation up to date.
• Participate in a rotating on-call schedule for weekend P0 support.
• Work a Monday to Friday 9am to 6pm local-time schedule, in the office 2 to 3 days a week as business needs require (currently 2).

Minimum Qualifications

• 3+ years of relevant IT support experience.
• 3+ years supporting macOS, Windows, and ChromeOS.
• 3+ years of hands-on experience with Google Workspace.
• Hands-on administration experience with Okta, Jira, and Slack.
• Working knowledge of AV systems, including Zoom.
• Comfortable with a rotating weekend on-call schedule for P0 support.
• Ability to occasionally lift 40 lbs.
• Able to work in our Toronto office 2-3 days a week.

Preferred Qualifications

• Hands-on experience with Jamf, Conductor One, and 1Password.
• Experience at a tech company or startup of 1,000+ employees.
• At least a year in a customer-facing role, such as Apple retail.
• A track record of strong CSAT scores and high ticket volume.
• You are inclined to Google things you don't know before asking someone.
• You have a friendly personality and love to teach others.

#LI-Hybrid