IT Support Engineer

Onboarding

• Own the end-to-end new hire experience: coordinate with People Ops ahead of start dates, provision laptops and peripherals, and ensure every new hire is productive on day one.
• Create accounts and assign role-based access across our identity and SaaS stack (Okta, Google Workspace, Slack, Jira/Confluence, Zoom, Microsoft Entra ID/M365).
• Enroll and configure devices (Mac and Windows) in MDM with required security baselines before handoff.
• Lead new hire IT orientations, covering security expectations, core tools, and how to get help.

Offboarding

• Execute timely, security-critical offboarding: suspend accounts, revoke access and sessions, and reclaim licenses on the employee's last day.
• Recover, wipe, and re-inventory hardware; coordinate remote returns for distributed employees on the last day.
• Maintain auditable onboarding/offboarding checklists to support security and compliance reviews (e.g., SOC 2 access controls).

Ticket Queue & Support

• Own the day-to-day IT ticket queue in Jira Service Management: triage, prioritize, and resolve or dispatch every incoming request.
• Meet first-response and resolution SLAs; keep requesters informed and tickets updated until closure.
• Escalate appropriately with clear context and reproduction steps.
• Analyze ticket trends to find recurring issues, then eliminate them through documentation, self-service, or automation.
• Build and maintain knowledge base articles for both end users and the IT team.

General

• Provide help desk support to all Scale employees across hardware, software, AV, and access issues.
• Maintain and support office technology (printers, Zoom Rooms, room schedulers, and more).
• Own IT asset management with accurate, actionable records of all equipment through its lifecycle.
• Administer and integrate cloud services (Google Workspace, Microsoft Entra ID/M365, Slack, Okta, Jira, Confluence, Zoom, and more).
• Promote IT best practices and constantly ask: "How can I make things better?".

Requirements

• 3+ years of corporate IT experience, including hands-on onboarding/offboarding ownership at scale.
• Deep understanding of computer fundamentals and troubleshooting: hardware and software (Mac, Windows) and cloud technologies (Google Workspace, Slack, Zoom, Okta, Microsoft Entra ID/M365).
• Experience running a ticket queue in Jira Service Management or a similar ITSM tool, with a track record of meeting SLAs.
• Familiarity with identity/access management (Okta SSO, SCIM provisioning) and MDM for Mac and Windows fleets.
• A positive attitude and excitement for building new processes and policies for a rapidly growing organization.
• Experience supporting remote teams and multiple global offices using tools like Slack and Zoom.
• A security- and compliance-focused mindset.

Conditions

• Be in-office 100% of the time.
• Our policy requires a 90-day waiting period before reconsidering candidates for the same role.