Senior IT Support Specialist

Instacart•San Francisco, CA

3d•$111,000 - $117,000•Hybrid

About The Position

The IT Operations and Services team at Instacart is a collaborative group of technical problem-solvers focused on IT Support, AV, IT Logistics, Corporate Engineering, and Executive Support. Their goal is to ensure every Instacart employee has a seamless, high-quality technology experience, whether working remotely or in an office. Instacart operates on a Flex First model, allowing employees flexibility in their work location while fostering connection through in-person events. This Senior IT Support Specialist role is based in the San Francisco office, requiring set days on-site. It's a hands-on, visible position serving as a primary contact for employees, providing exceptional IT support for hardware, software, and AV systems. The ideal candidate is passionate about technology, thrives in a fast-paced environment, and finds satisfaction in simplifying others' workdays. This role is crucial for maintaining smooth operations and contributes to an environment where employees feel heard and supported.

Requirements

3+ years of experience in helpdesk or IT support, including hands-on customer service in a professional environment
Demonstrated experience supporting macOS, Windows, and ChromeOS operating systems
Proven ability to manage multiple support requests and priorities simultaneously, working independently with strong follow-through and attention to detail
Strong communication skills with the ability to work effectively across a wide range of people and technical comfort levels
Ability to occasionally lift up to 40 lbs (for hardware deployment and equipment setup)

Nice To Haves

3+ years of experience working with Google Workspace (formerly G Suite) in a support or administrative capacity
Familiarity with Okta, Jira, and Slack in an enterprise environment
Working knowledge of AV systems, including Zoom Rooms and Google Meet hardware setups
A natural curiosity and self-sufficient troubleshooting instinct — someone who searches for answers before escalating and enjoys the process of figuring things out
A collaborative, approachable personality with a genuine interest in teaching others and making technology feel less intimidating

Responsibilities

Serve as the primary IT point of contact for the San Francisco office, providing both in-person and remote support to Instacart employees through our ticketing system — handling everything from day-to-day troubleshooting to more complex technical issues across macOS, Windows, and ChromeOS environments.
Own the new hire onboarding experience from an IT perspective, including hardware deployment, equipment setup, and administering our SaaS application portfolio through our SSO tooling — making sure every new Instacarter hits the ground running on day one.
Support and maintain conference room AV equipment across the office, partnering with the AV team to ensure everything is functioning properly and stepping in to troubleshoot when things go sideways — because they sometimes do.
Become a go-to resource for our core software platforms — Gmail, Slack, Okta, and Zoom — troubleshooting issues, answering questions, and helping employees get the most out of the tools they use every day.
Contribute to the health and scalability of our IT environment by keeping knowledge base documentation up to date, identifying opportunities to improve support processes, and collaborating cross-functionally with the AV, IT Engineering, and Workplace teams to keep things running efficiently as Instacart continues to grow.