IT Support Specialist
SierraVisit Sierra website
Enterprise conversational-AI platform that helps businesses build and operate customer-experience agents across channels.
San Francisco, United States
About Sierra
Sierra provides an AI platform for businesses to build, deploy, analyze, and optimize customer-facing agents across chat, SMS, WhatsApp, email, voice, and ChatGPT.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide hands-on IT support for the New York office, resolve employee issues, and manage the local device lifecycle. You will maintain conference-room AV, coordinate network vendors, onboard new hires, administer core SaaS applications, and improve IT processes.
Requirements
- 2–5 years of hands-on IT support or systems administration experience
- macOS support experience in a fast-paced or startup environment
- Endpoint management and MDM experience, such as Jamf
- Identity tooling experience, such as Okta
- SaaS administration experience with Okta, Google Workspace, or comparable tools
- Experience supporting technical users or ability to work from technical evidence and learn unfamiliar systems
- Hypothesis-driven troubleshooting and sound escalation judgment
- Global helpdesk queue management
- Conference-room AV troubleshooting
- Office networking knowledge including Wi-Fi, DHCP, and VLANs
- Device and inventory tracking
- Clear written and verbal communication
- Work in the New York office Monday through Thursday and remotely on Fridays
Responsibilities
- Provide first-line support for employee IT issues, including macOS, applications, and network connectivity
- Triage, resolve, escalate, and hand off requests in the global IT helpdesk queue
- Support technical users using logs, command-line tools, and clear written communication
- Use approved AI tools for troubleshooting research and documentation while protecting sensitive data
- Manage device procurement, deployment, inventory, loaners, and re-provisioning
- Maintain and troubleshoot conference-room AV and peripheral inventory
- Support IT and AV planning, staging, commissioning, and office moves
- Coordinate resolution of network and connectivity issues with ISPs, network providers, and building vendors
- Set up laptops and essential software for new hires
- Administer users, groups, application assignments, access, licensing, and audit logs in Okta, Google Workspace, and core applications
- Deliver endpoint, SaaS, access, inventory, and workplace technology projects
- Improve and document IT processes
- Coordinate software installations, device shipments, repairs, warranties, and hardware refreshes