IT Service Ops Technician - RMAC

We're looking for an IT Service Operations Technician to join our team in Savannah, GA. This on-site role supports the RMAC location with limited scheduling flexibility.

About the role

The IT Service Operations team provides world-class technical assistance and support for Boston Dynamics employees. You'll ensure our technology runs smoothly, empowering colleagues to do their best work while also contributing to projects that shape our future IT landscape.

Responsibilities

• Serve as the primary point of contact for users, resolving IT issues and requests via multiple channels while adhering to SLAs.
• Deploy and configure hardware, software, and peripherals for end users, maintaining accurate asset management records.
• Proactively apply system patches and troubleshoot hardware/software malfunctions to minimize disruption.
• Oversee IT inventory, ensuring adequate stock levels and maintaining an organized workspace.
• Utilize and contribute to internal and end-user facing documentation for hardware, software, and OS installations.
• Provide account management support, including password resets and access issue resolution.
• Collaborate with internal teams such as Purchasing, Infrastructure, and Information Security on tasks and projects.
• Drive independent projects focused on implementing new operational technologies and enhancing IT processes.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in an IT-related field or equivalent experience.
• 2+ years of proven experience in a technical support or service desk role with increasing responsibility.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Positive attitude and good sense of humor for a collaborative environment.
• Ability to diagnose and resolve a wide range of hardware, software, and network issues independently.
• Proactive problem-solving approach with knowledge of when to escalate complex issues.
• Highly motivated, organized, and capable of managing tasks both independently and collaboratively.

Qualifications

• Solid understanding of and experience supporting Windows desktop/server environments, macOS, and Linux.
• Experience with Google Workspace administration and Active Directory (or Entra ID) for user/group management.
• Fundamental understanding of core networking concepts and protocols (DNS, DHCP, CIFS/SMB, NFS).
• May be required to lift up to 50 lbs.

Skills (Nice to Have)

• Experience managing and troubleshooting conference room audio-visual (AV) systems.
• Proficiency in Python, PowerShell, or Bash scripting for task automation.
• Familiarity with IT service management (ITSM) principles and tools such as Jira, Addigy, and Microsoft Intune.
• Exposure to Agile/SCRUM methodologies.
• ITIL v4 Foundations certification or strong understanding of ITIL best practices.
• Korean language skills.
• Desire to learn and grow.

Schedule

• Full-time, standard weekday schedule.
• Occasional off-hours or weekend work for critical system maintenance or urgent issues.
• Participation in a paid on-call rotation for critical incidents.

Pay

The pay range for this position is $43 to $59 per hour, depending on internal equity, job-related knowledge, skills, and experience.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid time off.
• Annual bonus structure.