IT Support Specialist
About The Position
Persona AI is seeking its first dedicated IT Support Specialist to manage day-to-day end-user support for their Windows and Mac fleet. As a ~80-person robotics company, Persona AI has a demanding IT environment with engineers working on robotics, ML research, hardware, and operations. The IT environment includes GPU workloads, lab and bench hardware, a high-trust security posture, and a fleet that requires high reliability. The current IT infrastructure is managed by a single IT administrator covering identity, devices, networking, and security. This role will focus on handling tickets, onboarding/offboarding, and device provisioning, allowing senior IT staff to concentrate on infrastructure and security engineering. This is a growth opportunity for individuals with strong fundamentals who are eager to learn MDM, identity, and security tooling, with mentorship and project involvement provided.
Requirements
- 2+ years in helpdesk, desktop support, or IT support.
- Hands-on troubleshooting across both macOS and Windows — OS, hardware, peripherals, and common apps.
- Solid grasp of identity and account fundamentals: SSO, MFA, password/credential hygiene, user lifecycle.
- Experience administering users in Google Workspace (or M365) and at least one MDM/RMM platform.
- Strong written communication — able to write a clear runbook and provide calm ticket updates.
- Customer-service mindset; patient and clear with non-technical and highly technical users alike.
- Ability to lift/move hardware and work on-site.
Nice To Haves
- Exposure to Okta, NinjaOne, Intune, CrowdStrike, or Tailscale.
- Familiarity with security baselines/compliance (CIS, NIST CSF) and endpoint hardening.
- Basic scripting (PowerShell, bash, or Python) for automation.
- Experience with Ubuntu or other Linux derivatives.
- Networking fundamentals (DNS, DHCP, VLANs, VPN).
- Experience in a startup, lab, or hardware/robotics environment.
Responsibilities
- Act as the first responder for end-user issues across hardware, OS, apps, accounts, and connectivity, triaging, resolving, and escalating issues cleanly.
- Provision and ship devices, manage identity lifecycle in Okta and Google Workspace, perform new-hire setup, and handle secure offboarding including account deprovisioning and device recovery/wipe.
- Enroll and manage Macs and Windows machines using NinjaOne (RMM, all devices) and Microsoft Intune (Windows MDM), including zero-touch flows through Apple Business Manager or Autopilot.
- Assist with applying and verifying security baselines, ensure CrowdStrike is healthy on every endpoint, and support the device-trust posture (Okta Verify, Tailscale).
- Maintain accurate device inventory throughout the lifecycle, and track warranties, spares, and accessories.
- Provide support for conference rooms, in-office networking (Tailscale, Wi-Fi, switching basics), and remote-site connectivity when required.
- Write and maintain runbooks, troubleshooting guides, and end-user how-tos, ensuring thorough documentation.
- Execute on-site tasks for infrastructure projects such as rack buildouts, site setups, and fleet rollouts.
Benefits
- Competitive compensation
- Performance-based bonus
- 99% employer-covered medical benefits
- Early-stage equity
- Competitive PTO
- Company-wide paid winter break between December 24th and January 2nd
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
