Senior IT Support

Summary

Join Arkestro's growing team as a proactive and detail-oriented IT Support Lead, playing a critical role in enabling efficient and secure teamwork. You will be the go-to person for IT operations, collaborating closely with the Lead Security Engineer and VP of Engineering. This role encompasses device and asset management, user support and access management, general IT support, and process improvement and automation. The ideal candidate possesses extensive experience in IT support, systems administration, or IT operations, along with expertise in device management, Google Workspace administration, and endpoint security solutions. Arkestro offers a competitive salary and benefits package, including comprehensive health insurance, 401k matching, unlimited PTO, and a remote-first work environment.

Responsibilities

• Manage end-to-end laptop lifecycle using Rippling including procurement, configuration, deployment, and retirement
• Maintain accurate asset inventory and tracking across all company devices
• Configure and deploy standardized device images with security controls and required software
• Coordinate device shipping and logistics for our remote-first team
• Handle device troubleshooting, repairs, and replacements
• Process access requests through Jira Service Desk with appropriate approval workflows
• Perform user onboarding and offboarding procedures including account provisioning and deprovisioning
• Handle password resets, account lockouts, and basic user support issues
• Maintain accurate user directories and access controls across all systems
• Provide technical support and guidance to team members as needed
• Deploy and manage SentinelOne across all endpoints with proper configuration and monitoring
• Implement and maintain security policies and procedures
• Monitor and respond to security alerts and incidents
• Assist with security audits and assessments
• Ensure proper access controls on sensitive data repositories
• Monitor and audit data access and sharing practices
• Maintain data inventory and processing records for compliance purposes
• Own projects to improve our data security e.g. review and implement policies around PII (Personally Identifiable Information); data classification and retention policies etc
• Drive completion of IT-related tasks across the organization through effective communication and follow-up
• Identify opportunities to automate routine IT processes and workflows
• Maintain documentation for IT procedures, policies, and system configurations
• Participate in incident response and business continuity planning

Preferred Qualifications

• 5+ years of experience in IT support, systems administration, or IT operations roles
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable)
• 3+ years of experience with Google Workspace administration
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar)
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk)
• Strong background in access management, identity governance, and user lifecycle management
• Demonstrated ability to lead IT initiatives and drive process improvements
• Excellent communication skills with experience training and mentoring non-technical team members
• Strong project management and organizational skills with ability to manage multiple priorities
• Experience working in fast-paced startup or scale-up environments
• 5+ years of experience in high-growth SaaS companies or technology startups
• Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation
• Advanced scripting and automation experience (Python, PowerShell, Bash)
• Experience leading IT teams or mentoring junior IT staff
• Background in vendor management and IT procurement processes
• Experience with enterprise-grade backup and disaster recovery solutions

Benefits

• Medical, Dental, Vision insurance premiums covered up to 100% (employee only)
• 401K matching
• Unlimited PTO
• A remote-first team with regular opportunities to get together in person for team building, design sprints, and customer visits
• A one time allowance of $1,500 for home office supplies
• Annual budget of $1,000 for learning and professional development