IT Support Specialist II

Description

The company makes the Oura Ring and its connected app, which help members track readiness, activity and sleep quality with daily insights and practical steps. It is growing quickly and its team works both in and out of the office.

The IT Support Specialist II joins the IT Support team to give hands-on Tier 1, 2 support to employees at the San Francisco office and to remote staff. You will also learn Tier 3 work alongside experienced colleagues, and help the team's AI-first support model give better answers by improving knowledge content and spotting recurring problems.

Responsibilities

• Give dependable Tier 1, 2 support to San Francisco and remote employees, meeting service targets and cutting the number of routine tickets sent to senior IT staff.
• Make sure devices, access and core workplace tools work through onboarding, offboarding and daily support, so employees stay productive and new hires can start working on day one.
• Look after the health and lifecycle of a defined device or software area, keeping configuration consistent across endpoint and identity platforms and improving reliability over time.
• Find patterns behind repeat incidents, follow up on root causes, and turn recurring symptoms into lasting fixes.
• Improve AI-assisted support by updating knowledge content, reviewing how issues get resolved, and checking AI-generated guidance so Atomicwork resolves more issues accurately and on its own.
• Grow into Tier 3 work, handling harder issues independently and judging well when to escalate.
• This is a fully onsite role in the San Francisco office, five days per week.

Requirements

• 1, 3 years of IT support experience, with a record of owning Tier 1, 2 tickets.
• Hands-on troubleshooting across macOS and Windows, basic networking and common workplace SaaS tools.
• Experience with endpoint management tools such as Mosyle, Intune, Jamf or Kandji, and with identity or access tools such as Okta or Google Workspace.
• Experience supporting video conferencing or office AV systems, such as Google Meet or Zoom Rooms.
• Clear customer communication and good judgment about when to resolve an issue, check AI-generated guidance, or escalate.
• Regular use of LLM assistants for work, and care to verify their output before acting on it.
• Ability to work onsite in the San Francisco office five days per week and to provide on-call support for major emergencies only.
• Nice to have: experience with an AI-assisted ITSM platform such as Atomicwork.
• Nice to have: basic scripting or automation experience for repetitive support tasks.
• Nice to have: experience supporting an office buildout or expansion, or working at a fast-growing company.

Conditions

Onsite in the San Francisco office five days per week.

On-call support is required for major emergencies only.

Pay follows a market-based approach that may vary by location. US locations fall into tiers based on a cost-of-labor index, and most offers start nearer the bottom of the range. Final pay depends on job-related skills, experience, qualifications, work location, internal peer equity and market conditions, and the ranges may change.

Region 1 pay range: $93,500 - $110,000. A recruiter can confirm your region from your US location.

Candidates living in Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV) or Wisconsin (WI) are not being considered.

The company is an equal opportunity employer and does not discriminate on any protected characteristic under federal, state or local law.

Benefits

• Competitive salary and equity packages.
• Health, dental and vision insurance, plus mental health resources.
• An Oura Ring of your own, and employee discounts for friends and family.
• 20 days of paid time off, 13 paid holidays and 8 days of flexible wellness time off.
• Paid sick leave and parental leave.