IT Support Engineer

Reporting to the Associate Director, IT Support, this IT Support Engineer will serve as the primary, and sole, IT presence at our San Francisco satellite office. This person will lead all aspects of on-site technology support, from end-user hardware and software troubleshooting to A/V operations, SaaS administration, and building/vendor coordination.

Please note that this is an onsite role based in San Francisco, with an expectation to be in the office 5 days per week at our 2 Embarcadero Ctr. location. Candidates must be based in the San Francisco metro area or able to relocate independently within 90 days of their start date. Occasional travel will be required for team on-sites and other satellite locations. 

What you’ll do: 

• Serve as the sole on-site IT point of contact for all SF employees, delivering Level I & II support for hardware, software, and SaaS issues, escalating Tier III issues to the NYC team with clear documentation and context
• Actively monitor the service queue to ensure SLAs are not breached and metric goals are achieved
• Own all A/V setup, maintenance, and troubleshooting for conference rooms, and support virtual meetings and webinars via Zoom to ensure a seamless hybrid experience
• Act as the primary IT liaison with SF building management, coordinating technology infrastructure needs, repairs, and facilities-related requests
• Manage local vendor relationships for repair, maintenance, and limited procurement needs
• Maintain accurate, up-to-date inventory of all hardware assets and accessories on-site
• Assist with IAM tasks including employee onboarding/offboarding, access provisioning, and periodic access reviews using tools such as Okta
• Support device management and compliance using JAMF or a comparable MDM platform
• Author and maintain knowledge base articles and SOPs relevant to the SF office environment and general IT best practices
• Proactively identify recurring issues, propose process improvements to reduce ticket volume, and participate in cross-functional IT projects contributing SF-specific context and feedback to the broader team

What success looks like:

• Ticket resolution times consistently meet or exceed defined SLA targets
• Employee satisfaction with IT support, measured through periodic survey scores
• A/V uptime and meeting readiness conference rooms are operational and incident-free for scheduled meetings
• Onboarding and offboarding requests completed within defined turnaround windows
• Knowledge base coverage regular contribution of new and updated SOPs reflecting the SF office environment
• Reduction in repeat ticket volume through proactive identification and resolution of root-cause issues

What you’ll bring:

• 3–5 years of experience in an IT support or IT operations role
• Strong macOS and iOS troubleshooting skills
• Hands-on experience with JAMF or a comparable MDM platform
• Proficiency with Google Workspace with Admin permissions
• Working knowledge of Okta or a similar identity and access management platform
• Experience with tools including Slack, Zoom, Asana, Asset Manager tooling, and Atlassian products
• Familiarity with password management platforms
• Comfortable with A/V systems, conference room technology, and basic networking troubleshooting
• Self-directed and highly organized able to manage priorities and make decisions independently without day-to-day supervision
• Clear and proactive communicator with both local colleagues and a remote team
• Basic to advanced knowledge of AI tooling including ChatGPT, Claude, Gemini
• Experience in workflow orchestration tooling (n8n, Zapier, Workato, Okta Workflows)

Nice to have: 

• Experience acting as the sole IT point of contact for an office or site
• Prior exposure to vendor management or building/facilities coordination
• Familiarity with ITIL frameworks or formal ticketing/service management practices
• Basic knowledge of scripting languages

The target base salary range for this position is $47.00 - $50.87 per hour, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.