IT Support Specialist II

Position Summary:

Harness is seeking a highly motivated IT Support Specialist II 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 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.

Key Responsibilities

• 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.

Qualifications:

• 3+ 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

Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers

A valid authorization to work in the U.S. is required