Senior IT Support Specialist, End User Support, Central Tech
About The Position
The Chan Zuckerberg Initiative (CZI) is seeking a Senior IT Support Specialist to serve as the senior technical lead for end-user support across their Redwood City and San Francisco locations. This role is for a senior, hands-on technical professional responsible for owning complex issues end-to-end, acting as the primary escalation point, and bridging the gap between end-user environments and Endpoint Engineering. The position has a significant focus on supporting investment and finance workflows in a Windows-heavy environment, as well as supporting a technically sophisticated user base including scientists, researchers, and teams developing and using AI systems. The goal is to ensure that business-critical and research-critical workflows are reliable, performant, and well supported.
Requirements
- 5–7+ years of IT support experience in high-performance environments (e.g., finance, technology, research)
- Deep Windows expertise, including: OS-level troubleshooting (BSOD, event logs, performance tuning), BitLocker, driver/hardware issues, and power/thermal management
- Strong macOS experience with comparable depth across hardware, OS, and application
- Hands-on experience with MDM/UEM platforms (Intune, Workspace ONE, or equivalent), including: Policy troubleshooting, Application deployment
- Strong understanding of networking fundamentals (Wi-Fi, VPN, LAN, firewalls)
- Experience serving as a technical escalation point or senior team member
- Proven ability to independently resolve complex, multi-factor technical issues
- Experience executing IT projects or initiatives, with the ability to manage scope, timelines, and dependencies
- Familiarity with modern AI tools and desktop workflows, including emerging AI clients and productivity tooling
- Strong communication skills and ability to support a diverse, high-expectation user base
Nice To Haves
- Experience supporting investment or financial workflows preferred, including: Advanced Excel environments (add-ins, modeling performance), Market data or trading platforms (e.g., Bloomberg or similar)
- Experience supporting scientific computing, AI/ML, or research environments is a plus, including: High-performance or GPU-enabled workstations, Development environments (e.g., Python, containers, remote compute workflows), Interaction with HPC or cloud-based systems
- Relevant certifications (Microsoft, Apple, Cisco, CompTIA, etc.) are a plus
Responsibilities
- Serve as Senior Technical Escalation Point for End-User Support
- Act as the primary escalation point for complex issues across macOS, Windows, and Linux
- Lead root cause analysis and drive issues through resolution, coordinating with partner teams as needed
- Provide guidance and mentorship to support team members
- Support High Impact User Workflows (Investment & Research)
- Provide high-touch support for investment professionals in Windows environments, including troubleshooting complex Excel workbooks and market research/trading tools
- Support scientists and researchers working with data-intensive and AI/ML workflows
- Troubleshoot high-performance workstations, development environments, and tools interacting with HPC or cloud systems
- Partner on Endpoint Experience
- Partner with Endpoint Engineering on device management, standards, and software deployment
- Surface recurring issues and user friction to inform improvements
- Help maintain stable, secure, and performant endpoint environments
- Execute Technical Projects
- Own delivery of small to medium-sized IT projects (e.g., office buildouts, device rollouts, system upgrades)
- Coordinate with partner teams and communicate progress, risks, and dependencies
- Identify and implement small-scale improvements
- Deliver Onsite and Remote Support
- Provide hands-on support across hardware, software, and AV systems
- Handle critical issues, including occasional after-hours support
- Maintain Local Systems and Operations
- Support networking, AV, and office IT infrastructure
- Maintain documentation and contribute to process improvements
Benefits
- Generous employer match on employee 401(k) contributions
- Paid time off to volunteer at an organization of your choice
- Funding for select family-forming benefits
- Relocation support for employees who need assistance moving
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
