IT Support Specialist II

Split Software; San Francisco (CA); On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Healthcare benefits

FSA

Flexible schedule

EAP

Parental leave

Internet reimbursement

Job summary

Harness 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 and is passionate about delivering an exceptional employee experience.

The ideal candidate resides within a 25-mile radius of the SF and Mountain View offices and is available to work on-site Monday through Friday, with travel between locations as

Qualifications

• 5+ 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.

Responsibilities

• Provide 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.

Skills

IT support

Customer service

Hardware & OS

Networking basics

Identity & access management

Ticketing systems

Documentation

On-call rotation

Tools

Okta

Google Workspace

Slack

Zoom

Job description

Harness 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 Summary

Harness 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 role

• Provide 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 you

• 5+ 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

• Okta, Iru, Cisco Meraki, Google Workspace, Slack Enterprise Grid, Asset Panda, ManageEngine Endpoint Central, Carbon Black, Mimecast, FreshService, Atlassian, Zoom, Qualys, LastPass
• Audio/Visual Experience, Running Events

Work Location

Onsite – San Francisco, CA

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

Pay transparency: $90,000 – $105,000 USD

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.