We're hiring an IT Operations Associate to be the go-to person for all things IT at our office. You'll own the help desk day-to-day, drive forward our active IT projects, and keep the office's physical tech — conference rooms, network, and devices — running smoothly.
This role is in-office, 5 days a week. A lot of the work — meeting rooms, network, hardware, hands-on user support — only happens in person. You will also support our Houston office remotely.
The most important thing we're looking for is an independent, resourceful problem-solver — someone who can run into a new issue, figure it out on their own without a lot of hand-holding, and resolve it quickly. Strong communication and collaboration matter just as much: you'll be working across the whole company, so you need to be someone people are glad to hear from when their tech is broken.What you will work on:
Serve as the point of contact for all IT support requests across the company
Own and triage the ticket queue end-to-end: troubleshoot, resolve, and close the loop with users
Respond rapidly to high-urgency incidents — when something's broken, you're on it
Onboarding and offboarding: provision laptops, accounts, and access on day one; deprovision cleanly on the last day
Handle access requests across our SaaS stack as they come in
Troubleshoot user issues across macOS, Windows, Google Workspace, Slack, Webex, Wi-Fi, and everything else employees touch
Set up new laptops, swap broken hardware, handle peripheral and accessory requests
Keep documentation and self-service guides current so the same question doesn't have to be answered twice
IT Projects & Platform Ownership (~30%)Own the ongoing administration of our core IT platforms: MDM, SSO/identity, SentinelOne (EDR), and the rest of the SaaS stack
Partner cross-functionally to lead active initiatives:
Migrating to a new MDM platform
Finishing the CP360 rollout (currently ~75% implemented, with known gaps to close)
Defining and enforcing repeatable IT processes (onboarding/offboarding, access reviews, hardware lifecycle, incident response)
Partner with security on security projects, audits, and hardening initiatives
Identify recurring pain points and propose fixes that scale — kill repeat tickets at the root
Office IT & Facilities (~20%)Own the conference room and AV experience: Webex room kits, displays, cameras, microphones — every room "just works"
Maintain office Wi-Fi and network infrastructure: tune access points, manage channel plans, optimize client roaming and handoff
Maintain in-office devices: printers, network gear, badge readers, and shared peripherals
Run hardware procurement through CDW; manage inventory and partner with Finance on IT asset tracking and spend
Coordinate with Facilities and outside vendors on installs, moves, repairs, and refresh cycles
You own the physical IT footprint of the office.
You own the help desk. This is the bread and butter of the role.
You'll own and drive forward our IT platforms and the projects that move us forward.
What we are looking for:
Independent problem-solver and resourceful. You can pick up an unfamiliar issue, dig into docs, vendor support, and your own debugging instincts, and get to a resolution quickly without needing to be walked through it. You know when to keep going and when to ask for help, but your default is to figure it out.
Strong communicator. You can explain a technical issue to a non-technical user with patience and clarity, write tickets and docs people can actually use, and keep stakeholders in the loop without being asked.
Genuinely collaborative. You partner well with teammates across the company — Security, People Ops, Finance, Facilities, external vendors — and people are glad to work with you.
2+ years in an IT support, help desk, or IT operations role
Comfortable being the only IT person in the room — you can scope, prioritize, and execute on your own
Strong fundamentals across macOS, Windows, and Google Workspace
Hands-on MDM experience (Jamf, Kandji, Intune, or similar) — bonus if you've executed an MDM migration
Experience with identity/SSO platforms (Okta, Entra ID, JumpCloud, or similar)
Experience administering an EDR/endpoint security tool (SentinelOne, CrowdStrike, or similar)
Practical Wi-Fi and networking troubleshooting skills: channels, RSSI, roaming, AP tuning
Comfortable owning conference room AV — Webex Rooms experience strongly preferred
Calm under pressure when high-urgency issues land
Process mindset — you spot what's ad-hoc today and turn it into something repeatable
The traits that matter most to us:
Experience and skills:
Nice to Haves
- Scripting experience (Python, Bash, PowerShell, AppleScript) to automate repetitive work
- Familiarity with security best practices and working alongside external security partners
- Experience managing hardware procurement at scale through a reseller like CDW
- Certifications such as CompTIA A+/Network+, Apple ACSP, or ITIL
Gridmatic Cupertino, California, USA Office
20450 Stevens Creek Blvd, Suite 100, Cupertino, CA, United States, 95014
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