Harness.io
IT Support Specialist II
Harness.io, Mountain View, California, us, 94039
Harness is a high-growth company that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.
Position Summary
Harness is looking for an IT Support Specialist II to provide on-site support for our Mountain View office and additional Bay Area locations. The ideal candidate should be located within a 25-mile radius of the office with the ability to work in the office Monday - Friday. In this role, as an IT Support Specialist II, you will be responsible for delivering technical assistance to internal users, managing user accounts and access, resolving IT issues, contributing to crucial IT projects, and ensuring adherence to company policies and procedures. Success in this role hinges on strong technical skills, outstanding customer service capabilities, and the capacity to work independently in a dynamic work environment.
Key Responsibilities Provide internal users with technical support and troubleshooting for hardware, software, and network issues. Manage user accounts and access, including on-boarding, off-boarding, and access management, ensuring compliance with company policies and procedures. Assist with onboarding and off-boarding processes, including new hire orientation and equipment procurement. Participate in on-call rotation for after-hours support, as required. Resolve IT tickets, documenting incidents, service requests, and troubleshooting steps in a timely manner; providing excellent customer service and escalating issues to senior team members or other departments as needed. Provide hardware and software support for desktops, laptops, conference room equipment, and other systems in the corporate IT environment. Create and maintain user-facing documentation, training materials, and knowledge base articles to reduce support tickets and improve user self-service capabilities. Collaborate with the IT team on bi-weekly sprints, completing assigned tasks in project management tools in a timely manner. Provide clear and concise communication for effective issue resolution. Participate in key IT projects and initiatives, providing technical expertise and contributing to project planning, implementation, and testing. Follow established procedures and protocol, and maintain documentation related to asset tracking, systems environments, and processes. Maintain a security-first mentality and comply with company IT security policies and procedures. Stay updated with the latest IT trends and technologies, and proactively contribute to process improvements and optimization. About You 3+ years of experience in IT support or related roles. Strong technical skills in hardware, software, and network troubleshooting. Experience with user account management, access control, and onboarding/offboarding processes. Proficient in using IT ticketing systems and project management tools. Excellent customer service skills, with the ability to communicate technical concepts to non-technical users. Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment. Strong documentation and organizational skills. Ability to work flexible hours, including after-hours and weekends for on-call support, as required. Knowledge of IT security best practices and compliance requirements is a plus, but not required. Prior experience with Okta, Jamf, Meraki, Google Workspace, Slack, Asset Panda, Manage Engine Endpoint Central, Carbon Black, Mimecast, FreshService, and LastPass is preferred but not required. Work Location Harness is looking for an IT Support Specialist II to provide on-site support for our Mountain View office and additional Bay Area locations. The ideal candidate should be located within a 25-mile radius of the office with the ability to work in the office Monday - Friday. What You Will Have at Harness Competitive salary Comprehensive healthcare benefits Flexible Spending Account (FSA) Flexible work schedule Employee Assistance Program (EAP) Flexible Time Off and Parental Leave Monthly, quarterly, and annual social and team building events Monthly internet reimbursement The anticipated full time hourly range for this position is $40 to $45 ($83,000 to $94,000 annually). Compensation 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 across all US locations. The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. A valid authorization to work in the U.S. is required. Pay transparency $83,000—$94,000 USD #J-18808-Ljbffr
Position Summary
Harness is looking for an IT Support Specialist II to provide on-site support for our Mountain View office and additional Bay Area locations. The ideal candidate should be located within a 25-mile radius of the office with the ability to work in the office Monday - Friday. In this role, as an IT Support Specialist II, you will be responsible for delivering technical assistance to internal users, managing user accounts and access, resolving IT issues, contributing to crucial IT projects, and ensuring adherence to company policies and procedures. Success in this role hinges on strong technical skills, outstanding customer service capabilities, and the capacity to work independently in a dynamic work environment.
Key Responsibilities Provide internal users with technical support and troubleshooting for hardware, software, and network issues. Manage user accounts and access, including on-boarding, off-boarding, and access management, ensuring compliance with company policies and procedures. Assist with onboarding and off-boarding processes, including new hire orientation and equipment procurement. Participate in on-call rotation for after-hours support, as required. Resolve IT tickets, documenting incidents, service requests, and troubleshooting steps in a timely manner; providing excellent customer service and escalating issues to senior team members or other departments as needed. Provide hardware and software support for desktops, laptops, conference room equipment, and other systems in the corporate IT environment. Create and maintain user-facing documentation, training materials, and knowledge base articles to reduce support tickets and improve user self-service capabilities. Collaborate with the IT team on bi-weekly sprints, completing assigned tasks in project management tools in a timely manner. Provide clear and concise communication for effective issue resolution. Participate in key IT projects and initiatives, providing technical expertise and contributing to project planning, implementation, and testing. Follow established procedures and protocol, and maintain documentation related to asset tracking, systems environments, and processes. Maintain a security-first mentality and comply with company IT security policies and procedures. Stay updated with the latest IT trends and technologies, and proactively contribute to process improvements and optimization. About You 3+ years of experience in IT support or related roles. Strong technical skills in hardware, software, and network troubleshooting. Experience with user account management, access control, and onboarding/offboarding processes. Proficient in using IT ticketing systems and project management tools. Excellent customer service skills, with the ability to communicate technical concepts to non-technical users. Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment. Strong documentation and organizational skills. Ability to work flexible hours, including after-hours and weekends for on-call support, as required. Knowledge of IT security best practices and compliance requirements is a plus, but not required. Prior experience with Okta, Jamf, Meraki, Google Workspace, Slack, Asset Panda, Manage Engine Endpoint Central, Carbon Black, Mimecast, FreshService, and LastPass is preferred but not required. Work Location Harness is looking for an IT Support Specialist II to provide on-site support for our Mountain View office and additional Bay Area locations. The ideal candidate should be located within a 25-mile radius of the office with the ability to work in the office Monday - Friday. What You Will Have at Harness Competitive salary Comprehensive healthcare benefits Flexible Spending Account (FSA) Flexible work schedule Employee Assistance Program (EAP) Flexible Time Off and Parental Leave Monthly, quarterly, and annual social and team building events Monthly internet reimbursement The anticipated full time hourly range for this position is $40 to $45 ($83,000 to $94,000 annually). Compensation 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 across all US locations. The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. A valid authorization to work in the U.S. is required. Pay transparency $83,000—$94,000 USD #J-18808-Ljbffr