IT Support Specialist II

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

Benefits offered by this job

Comprehensive healthcare benefits

Flexible Spending Account (FSA)

Flexible work schedule

Competitive salary

Job summary

Harness is seeking a highly motivated Senior IT Support Specialist to provide hands-on, on-site support for our San Francisco office and Bay Area locations. The role is ideal for a customer-focused IT professional who thrives in a fast-paced environment and delivers a high-quality employee experience.

The successful candidate will reside within a 25-mile radius and work on-site Monday through Friday as IT Support II.

Qualifications

• 5+ years IT support experience.
• Strong working knowledge of hardware, operating systems, SaaS apps, and basic networking concepts.
• Hands-on experience with onboarding/offboarding workflows and access control.
• Experience using IT ticketing systems and collaborating with project management tools.

Responsibilities

• Provide Tier 2 IT support for hardware, software, and network issues.
• Manage user identity and access, onboarding/offboarding, and RBAC compliance.
• Support new hire onboarding and device provisioning.
• Resolve and document IT incidents and service requests with clear root-cause analysis.
• Provide hands-on support for desktops, laptops, mobile devices, and AV systems.
• Participate in the on-call rotation after hours and weekends.

Skills

IT support

Help desk

Technical communication

Account management

Ticketing systems

Documentation

On-call support

Time management

Tools

Okta

Google Workspace

Slack Enterprise Grid

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 Senior IT Support Specialist to provide hands‑on, on‑site support for our San Francisco office and additional Bay Area locations. This role is ideal for a customer‑focused IT professional who thrives in a fast‑paced environment, enjoys solving complex technical problems, and takes pride in delivering a high‑quality employee experience. The ideal candidate resides within a 25‑mile radius of the San Francisco office and is available to work on‑site Monday through Friday. As an IT Support Specialist II, you will serve as a key contributor to day‑to‑day IT operations, user support, and strategic IT initiatives while ensuring compliance with company policies and security standards. Success in this role requires strong technical fundamentals, excellent communication skills, a proactive mindset, and the ability to work independently while collaborating closely with a distributed 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 support after hours and on weekends. (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, But Not Required

• Okta, Kandji, 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

Benefits

• Competitive salary
• Comprehensive healthcare benefits
• Flexible Spending Account (FSA)
• Flexible work schedule

  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.