IT Support Engineer

We're looking for an IT Support Engineer to join our User Services team in Mountain View. You'll be the go-to technical resource for our employees, handling everything from daily support tickets to managing our cloud infrastructure and endpoint procurement. This is a hands-on role where you'll split your time between helping users solve immediate problems and maintaining the systems that keep our company running smoothly. You'll work closely with our Head of User Services and be a key player in ensuring our team has the technology and support they need to build the future of computing with light. This position requires onsite presence five days per week. Responsibilities Provide technical support for Mac and Windows users, both in-office and remote Manage and resolve escalated tickets through our help desk system Troubleshoot networking issues including DHCP, DNS, VLANs, and basic routing Administer cloud platforms like Google Workspace, Office 365, Azure, Slack, and Okta Handle procurement, setup, and deployment of laptops and workstations for new hires and replacements, including MDM enrollment and configuration Maintain and troubleshoot conference rooms and AV equipment Manage onboarding and offboarding processes, getting new users up and running quickly Track IT assets and keep our inventory system accurate Create and maintain documentation for support processes and internal knowledge base Partner with IT team members on larger projects and organization-wide technology rollouts Train users on security best practices and new technology Qualifications At least 5 years of hands-on IT support experience in fast-paced environments Experience deploying and configuring new tools and systems for large user bases Strong troubleshooting skills across Mac and Windows platforms Experience with Google Workspace, Office 365, and Slack administration Working knowledge of networking fundamentals and basic network troubleshooting Familiarity with identity management systems like Okta Experience with cloud platforms (Azure, AWS, or GCP) Strong organizational skills and ability to juggle multiple priorities Proven track record of taking ownership and driving issues to resolution Preferred Qualifications ITIL 4 foundation or familiarity with ITIL best practices Scripting experience with PowerShell, Bash, or Python Experience with mobile device management platforms (Intune, Kandji, Jamf) IT certifications (CompTIA A+, Network+, Microsoft certifications) Experience supporting engineering or research teams Excellent communication skills—you can explain technical issues to anyone BA Degree in Computer Science or related field