Senior IT Support and Operations Specialist

Summary

Join HackerOne as a Senior IT Support and Operations Specialist and contribute to a dynamic and growing technology company. This remote position, based in Washington, D.C. or Austin, TX, offers the opportunity to work with a global team and provide advanced IT support to employees worldwide. You will be responsible for troubleshooting technical issues, setting up new equipment and services, onboarding new hires, and maintaining office technology. The role requires 3 years of relevant experience in a support-driven role, strong problem-solving skills, and a deep understanding of macOS. Preferred qualifications include experience with IT support ticket management, identity and access management, and enterprise SaaS applications.

Requirements

• 3 years of relevant experience in a support driven role with a strong customer service mindset
• A strong problem solver with an eagerness to learn
• A strong level of experience with macOS, ideally in an IT or support role
• An Interest in Security and Information Technology
• Excellent written and verbal communication skills
• An eye for detail, and an ability to document actions and processes

Responsibilities

• Our new Support Specialist will spend the first several months getting acquainted with our tools, systems, and processes
• Working with our amazing IT Engineers supporting real tickets, devices, and employees
• The IT support Specialist role is an amazing entry point to HackerOne, we encourage our IT staff to follow what interests them, be it IT administration, building processes, automation, and more!
• The IT Support Specialists of HackerOne interact with more employees across the organization than almost any other role in the company
• Solving problems, learning, and building relationships across departments
• It’s a fantastic viewpoint to watch a uniquely positioned technology company as it continues to grow
• Effective prioritization and escalation of incoming support tickets
• Setting up new equipment and services for employees
• Help onboard new hires in our growing global company
• Basic troubleshooting of computers and technology
• Learn to utilize multiple IT tools to help manage our global workforce
• Maintain our office technology
• Supporting employee lifecycle changes across multiple cloud based systems stemming from our Identity Provider

Preferred Qualifications

• Experience in IT support ticket management and escalation, ensuring timely and effective resolution of technical issues
• Familiarity with identity and access management (IAM) principles, including Single Sign-On (SSO) and role-based access control
• Hands-on experience supporting enterprise SaaS applications (e.g., Slack, Zoom, Okta, Atlassian, or similar)
• Basic knowledge of IT service management (ITSM) tools (e.g., Jira Service Management, Zendesk) and ticketing workflows

Benefits

• Health (medical, vision, dental), life, and disability insurance*
• Equity stock options
• Retirement plans
• Paid public holidays and unlimited PTO
• Paid maternity and parental leave
• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)
• Employee Assistance Program
• Flexible Work Stipend