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.

• →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.

• 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.