IT Support Engineer

United States Digital Space LLC; New York (NY); On-site; USD 180,000 - 230,000; Full time

Job summary

United States Digital Space LLC is seeking an IT Support Engineer to keep our rapidly growing organization running smoothly. You’ll troubleshoot macOS, ChromeOS, iOS, and Android devices, manage Google Workspace, and support access and lifecycle workflows for employees.

You will join a team that values practical problem-solving, documentation, and automation, with opportunities to grow into more technical infrastructure work over time.

Qualifications

• 7+ years of hands-on IT support in fast-paced or high-growth settings.
• Strong communication and problem-solving skills with users of all levels.
• Experience supporting macOS endpoints and ChromeOS/iOS/Android.
• Proficiency with Google Workspace administration and SaaS tools.

Responsibilities

• Provide end-user support across hardware, software, networking, and accounts.
• Diagnose and resolve issues on macOS, iOS, Android, and SaaS platforms.
• Support access management, onboarding/offboarding, and lifecycle workflows.
• Participate in on-call rotation for after-hours issues.
• Write and maintain runbooks, guides, and knowledge base articles.

Skills

IT support

macOS support

Google Workspace

Slack administration

Scripting Bash/Python

MDM/endpoint management

on-call experience

Education

Bachelor's degree

Tools

Google Workspace

Slack

GitHub

Atlassian

macOS

Job description

About the company

the company’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role

The IT Operations team keeps the company running — we make sure every employee can do their best work without friction. We're seeking an IT Support Engineer who combines deep technical skills with a genuine service mindset and sound judgment.

the company is growing fast, and our IT operations need to keep pace. That means onboarding at scale, automating repetitive processes (including with Claude), and continuously improving the employee experience. You'll handle support challenges across our primarily macOS environment while contributing to the operational improvements that help us scale. You'll work closely with IT Engineering and Security, with opportunities to grow into more technical infrastructure work over time.

Responsibilities

End-User Support

• Triage and resolve issues across hardware, software, networking, and accounts — primarily through our ticketing system, with additional support via Slack and in‑person
• Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, and our core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian)
• Troubleshoot device issues, including enrollment, configuration profiles, and policy enforcement
• Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs)
• Handle escalations requiring cross‑team coordination
• Participate in an on‑call rotation for urgent issues outside business hours
• Provide hands‑on support for user technology, AV systems, conference rooms, and printers

Communication & Documentation

• Communicate clearly with users of all technical levels
• Write and maintain internal documentation including runbooks, how‑to guides, and knowledge base articles
• Identify patterns in support requests, surface recurring issues to the team, and identify opportunities for automation or systemic solves

Operational Improvement

• Help streamline onboarding and other high‑volume operations as the company scales
• Contribute to automation efforts
• Maintain and improve device management, identity, and access systems
• Assist with scripting (Bash, Python) to automate repetitive tasks

You may be a good fit if you

• Have 7+ years of hands‑on IT support experience, ideally in a fast‑paced or high‑growth environment
• Are an excellent communicator who genuinely enjoys helping people solve problems
• Have strong troubleshooting skills and are methodical, curious, and persistent
• Demonstrated supporting macOS endpoints and comfortable supporting ChromeOS, iOS, and Android
• Have significant experience with Google Workspace administration
• Have experience with Slack administration — workspace management, permissions, and troubleshooting
• Have substantial experience supporting and administering additional SaaS tools
• Understand identity and access fundamentals — SSO, MFA, directory services
• Are familiar with MDM fundamentals and endpoint management concepts
• Have experience with basic scripting (Bash or Python) for automation
• Take ownership of problems and follow through until they're resolved
• Think beyond the immediate fix — you ask "why did this happen?" and "how do we prevent it?"
• Are organized enough to manage competing priorities without things falling through the cracks
• Propose solutions when you see a process that doesn't scale
• Are looking to develop deeper technical skills and take on more complex systems administration challenges over time

Strong candidates may also

• Be familiar with zero‑trust security concepts and endpoint security tooling
• Have experience with networking basics — DNS, DHCP, VPNs, networking fundamentals
• Have contributed to IT projects beyond day‑to‑day support (migrations, tool rollouts, process redesigns)
• Have experience using AI tools to improve personal or team productivity

Location

This role is based in our San Francisco office and there is a 4 day/week in office expectation.

What Makes This Role Unique

You'll be joining a high-impact IT team supporting some of the world's leading AI researchers and engineers. The pace is fast and you'll have real ownership over your work. This isn't a role where you follow rigid scripts — you'll be trusted to use your judgment, improve our processes, and grow with the team. Because we're scaling rapidly, you'll have meaningful opportunities to shape how IT operations work at the company.

Deadline to apply: None. Applications will be received on a rolling basis.

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary: $180,000 — $230,000 USD

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices

Visa sponsorship:We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.