IT Support Specialist II

IT Support Specialist IIHarness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this "outer loop," helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle.Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform.Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency.With a global team across 26 offices and 27 countries, Harness is shaping the future of AI software delivery — and we're looking for exceptional talent to help us move even faster.Position SummaryHarness is seeking a highly motivated IT Support Specialist II to provide hands-on, on-site support for our San Francisco and Mountain View offices. This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, enjoys solving complex technical challenges, and is passionate about delivering an exceptional employee experience.The ideal candidate resides within a 25-mile radius of the San Francisco and Mountain View offices and is available to work on-site Monday through Friday, while traveling between the two locations as needed. In this role, you will support day-to-day IT operations, troubleshoot technical issues, manage endpoint lifecycle activities, and partner with employees, vendors, and cross-functional teams to deliver a seamless technology experience while maintaining company security standards.Success in this role requires strong technical expertise, excellent communication and customer service skills, a proactive mindset, and the ability to work independently while collaborating effectively with a distributed global IT team.About the RoleProvide Tier 2 technical support to internal users, troubleshooting hardware, software, and network issues with a focus on timely resolution and excellent customer service.Manage user identity and access, including onboarding, offboarding, and role-based access control, in compliance with company policies and security requirements.Support new hire onboarding and employee offboarding, including device provisioning, equipment logistics, orientation support, and account setup/decommissioning.Resolve and document IT incidents and service requests utilizing the ticketing system, ensuring clear documentation, root-cause analysis, and appropriate escalation when needed.Provide hands-on support for desktops, laptops, mobile devices, conference room AV systems, and other corporate IT assets.Participate in the on-call rotation to provide after-hours and weekend support. (Required)Create, maintain, and improve user-facing documentation, training materials, and knowledge base articles to promote self-service and reduce recurring issues.Collaborate with the IT team, completing assigned tasks and project work using project management tools.Contribute to IT projects and initiatives, including planning, implementation, testing, and post-deployment support.Maintain accurate documentation related to asset inventory, system configurations, environments, and operational processes.Communicate clearly and professionally with stakeholders to ensure effective issue resolution and expectation management.Operate with a security-first mindset, adhering to IT security policies, procedures, and best practices.Stay current with emerging technologies and proactively recommend process improvements and operational efficiencies.About You5+ years of experience in IT support, help desk, or a related technical support role.Strong working knowledge of hardware, operating systems, SaaS applications, and basic networking concepts.Hands-on experience with user account management, access control, and onboarding/offboarding workflows.Experience using IT ticketing systems and collaborating through project management tools.Proven ability to deliver excellent customer service and communicate technical concepts to non-technical users.Ability to work independently, manage competing priorities, and adapt in a dynamic, fast-paced environment.Strong documentation, organizational, and time-management skills.Flexibility to accommodate after-hours and weekend on-call support.Nice to have, but not required:Okta, Iru, Cisco Meraki, Google Workspace, Slack Enterprise Grid, Asset Panda, ManageEngine Endpoint Central, Carbon Black, Mimecast, FreshService, Atlassian, Zoom, Qualys, LastPassAudio/Visual Experience, Running EventsWork LocationOnsite - San Francisco, CAWhat You Will Have At HarnessCompetitive salaryComprehensive healthcare benefitsFlexible Spending Account (FSA)Flexible work scheduleEmployee Assistance Program (EAP)Flexible Time Off and Parental LeaveMonthly, quarterly, and annual social and team building eventsMonthly internet reimbursementPay transparency$90,000 - $105,000 USDHarness In The News:Accelerating Our Mission to Bring AI to Everything After CodeGoldman Sachs leads investment in software delivery startup Harness at $5.5 billion valuationHow Harness runs 16 "startups within a startup" at scale | Jyoti BansalHarness Research Shows AI Visibility Crisis Fueling Security NightmareHarness has been named to the Inc. Power Partner list for software delivery successAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.At Harness, we care about your privacy and are committed to protecting your personal data. For additional information on this topic, you can visit our privacy Portal.Note on Fraudulent Recruiting/OffersWe have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of Harness. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers.Please note, we do not ask for sensitive or financial information via chat, text, or social media, and any email communications will come from the domain @harness.io. Additionally, Harness will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. All applicants are encouraged to apply directly to our open jobs via our website. Interviews are generally conducted via Zoom video conference unless the candidate requests other accommodations.If you believe that you have been the target of an interview/offer scam by someone posing as a representative of Harness, please do not provide any personal or financial information and contact us immediately at View email address on click.appcast.io. You can also find additional information about this type of scam and report any fraudulent employment offers via the Federal Trade Commission's website, or you can contact your local law enforcement agency.