IT Support Engineer

IT Support Engineer

They are seeking an experienced IT Support Engineer based in the Pacific Time Zone to join their lean IT team. This role offers an excellent opportunity for a Tier 2 professional to step up, own end-user support for a regional population, and gain hands-on experience with advanced systems administration and security projects.

\*\*Candidate MUST be locating in PST or MST time zone\*\*

Key Responsibilities

- End-User Support:
Split end-user support with one other IT Support Engineer, managing technical requests for approximately 200 employees. Maintain exceptional ticket hygiene within Jira/ITSM systems to meet strict compliance SLAs.
- System Administration:
Manage day-to-day administration across a fully cloud-based SaaS environment. Focus areas include Google Workspace (managing distribution lists), Okta for SSO/MFA, and Jamf for MacOS mobile device management (MDM).
- High-Volume Lifecycle Management:
Execute high-volume onboarding and offboarding workflows, particularly during peak seasonal hiring surges for operational staff.
- Network & Hardware Troubleshooting:
Support a heavy MacOS hardware footprint and troubleshoot remote connectivity issues, including VPN and secure access tools.
- Upcoming Initiatives:
Partner with leadership on upcoming infrastructure projects, including implementing new AI-forward ITSM tools, establishing Role-Based Access Controls (RBAC), executing zero-touch deployments, and assisting with security compliance framework audits (e.g., ISO42001, HITRUST).

Position Requirements

Minimum Qualifications

- Experience:
5+ years of dedicated IT support experience, ideally within a fast-paced, high-growth startup environment.
- Technical Environment:
Must have heavy experience supporting MacOS hardware and a Google Workspace environment.
- Problem Solving:
Strong analytical troubleshooting skills with the ability to work independently, prioritize tasks effectively, and drive issues to resolution with minimal supervision.
- Core Competencies:
Meticulous documentation habits and a proactive approach to handling critical IT disruptions during business hours.

Preferred Qualifications

- Industry Compliance:
Background working within highly regulated environments (Healthcare, Health-Tech, or Finance) with an understanding of PII/PHI handling standards.
- Identity & Access Management:
Direct experience utilizing Okta for identity lifecycle management and Jamf for Apple device compliance.
- Network Security:
Familiarity with modern secure access solutions, zero-trust architectures, or modern VPN protocols.
- AI Tooling:
Openness to utilizing and supporting modern AI productivity tools within the enterprise workspace.