IT Support Specialist

Harness•San Francisco, CA

18h•$67,000 - $80,000•Onsite

About The Position

Harness is led by technologist and entrepreneur Jyoti Bansal, founder of AppDynamics (acquired by Cisco for $3.7B). The company has raised ~$240M in Series E venture funding, is valued at $5.5B, and backed by top investors including Goldman Sachs, Menlo Ventures, IVP, Google Ventures, J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures and more. Harness is building the industry’s leading AI-powered software delivery platform, enabling teams worldwide to build, test, and deliver software faster, safer, and more reliably. Writing code is only 30–40% of the engineering lifecycle — the rest involves testing, deployments, security, compliance, and optimization. Harness brings AI and automation to this outer loop, turning complex, time-consuming workflows into streamlined processes at massive global scale. The platform includes industry leading products in CI/CD, Feature Flags, Cloud Cost Management, Service Reliability, Chaos Engineering, Software Engineering Insights, Internal Developer Experience, and API discovery, observability, governance, and runtime protection. Over the past year, Harness powered 128M deployments, 81M builds, 1.2T API calls protected, and $1.9B in cloud spend optimized, helping customers like United Airlines and Choice Hotels accelerate releases by up to 75% and achieve 10x DevOps efficiency. With employees in over 25 countries, Harness is shaping the future of AI-driven 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 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 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.

Requirements

3+ 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.
A valid authorization to work in the U.S. is required

Nice To Haves

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

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 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.