IT Support Specialist II

About the TeamThe IT Service Desk Teams provide complete, real-time support to DoorDash employees needing IT support or IT equipment. These teams partner closely with other areas of the business and IT to ensure we are always providing the highest level of support to our colleagues, ensuring they can do the best work of their careers.About the RoleThis is a hands-on, cross-functional IT support role focused on providing dedicated onsite support for the New York office while managing daily support requests through Jira.You will troubleshoot employee technology issues, resolve tickets, support conference room and workplace technology, and partner with internal teams on escalations and projects. Some Jira tickets will be resolved independently, while others will require collaboration with teams such as Networking, Security, AV, Workplace, and Infrastructure.This role is ideal for someone who enjoys being onsite, working directly with employees, solving a variety of technical issues, and contributing to larger IT initiatives such as software rollouts, office technology improvements, AV support, and process enhancements.You’re Excited About This Opportunity Because You Will…Provide dedicated onsite IT support for employees in the New York office.Manage, triage, update, and resolve daily support tickets through Jira.Troubleshoot issues related to laptops, operating systems, applications, access, Wi-Fi, VPN, peripherals, printers, and workplace tools.Support a primarily macOS environment, with additional support for ChromeOS and Windows.Support core applications including Jira, Okta, Google Workspace, Slack, and Zoom.Assist with login issues, MFA, password resets, application access, and general SaaS troubleshooting.Maintain and troubleshoot conference room and AV technology, including Zoom Rooms, displays, cameras, microphones, and hybrid meeting setups.Document ticket updates, troubleshooting steps, escalations, and resolutions clearly in Jira.Collaborate with Networking, Security, AV, Workplace, Infrastructure, and other cross-functional teams on escalations and projects.Support IT initiatives such as software rollouts, office technology improvements, AV upgrades, and process enhancements.Identify recurring issues and recommend improvements to improve the employee support experience.We’re Excited About You Because…You enjoy helping people solve technical problems.You thrive in a fast-paced, customer-focused support environment.You are comfortable providing onsite, hands-on support to employees.You have experience troubleshooting macOS, ChromeOS, Windows, iOS, and Android issues.You are familiar with workplace tools such as Jira, Okta, Google Workspace, Slack, and Zoom.You are comfortable using AI tools such as ChatGPT, Cursor, Claude, or similar platforms to improve productivity, documentation, and troubleshooting.You communicate clearly with both technical and non-technical users.You are organized, detail-oriented, and able to manage multiple tickets and priorities.You enjoy collaborating with IT teams and cross-functional partners to solve issues and improve processes.Desired Skills and ExperienceMinimum of 3 years of experience in technical support, desktop support, service desk, or IT operations.Experience managing IT support tickets through Jira or a similar ticketing system.Strong familiarity with macOS, ChromeOS, and Windows.Strong experience supporting Google Workspace, including Gmail, Drive, Docs, Sheets, Calendar, and Meet.Experience with Okta or similar identity management tools, including MFA, password resets, access issues, and login troubleshooting.Experience supporting Slack and Zoom, including user access, notifications, meetings, Zoom Rooms, and AV-related issues.Familiarity with AI tools such as ChatGPT, Cursor, Claude, or similar productivity platforms.Strong troubleshooting skills across laptops, peripherals, SaaS applications, Wi-Fi, VPN, and conference room technology.Ability to document technical issues clearly and consistently.Strong written and verbal communication skills.Strong customer service skills and ability to support users at all technical levels.Ability to work independently and collaboratively with cross-functional teams.Familiarity with Mosyle, Intune, Jamf, Kandji, or other MDM tools is a plus.Basic networking and AV troubleshooting experience is a plus.Ability to move equipment as needed, up to 50 lbs.CompensationActual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location. DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.To learn more about our benefits, visit our careers page here.See below for paid time off details:For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).The national base pay range for this position within the United States, including Illinois and Colorado.$40.80—$60 USDAbout DoorDashAt DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.Our Commitment to Diversity and InclusionWe’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.If you need any accommodations, please inform your recruiting contact upon initial connection.Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC OnlyWe used Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here:.