IT Support Specialist

About the role

We are hiring our first dedicated IT Support Specialist to own day-to-day end-user support across our Windows and Mac fleet. Persona AI is a ~80-person robotics company whose people are a mix of robotics engineers, ML researchers, hardware/mechanical teams, and operations — which means the IT environment is more demanding than a typical company our size: GPU workloads, lab and bench hardware, a high-trust security posture, and a fleet that has to “just work” so engineers can stay heads-down.

Responsibilities

• Tier 1/2 support: Act as the first responder for end-user issues across hardware, OS, apps, accounts, and connectivity. Triage, resolve, and escalate issues cleanly.
• Onboarding & offboarding: Provision and ship devices, manage identity lifecycle in Okta and Google Workspace, perform new-hire setup, and handle secure offboarding including account deprovisioning and device recovery/wipe.
• Device provisioning & MDM: Enroll and manage Macs and Windows machines using NinjaOne (RMM, all devices) and Microsoft Intune (Windows MDM), including zero-touch flows through Apple Business Manager or Autopilot.
• Endpoint hardening & security hygiene: Assist with applying and verifying security baselines, ensure CrowdStrike is healthy on every endpoint, and support the device-trust posture (Okta Verify, Tailscale).
• Asset & inventory management: Maintain accurate device inventory throughout the lifecycle, and track warranties, spares, and accessories.
• Network & A/V support: Provide support for conference rooms, in-office networking (Tailscale, Wi-Fi, switching basics), and remote-site connectivity when required.
• Documentation: Write and maintain runbooks, troubleshooting guides, and end-user how-tos, ensuring thorough documentation.
• Project hands: Execute on-site tasks for infrastructure projects such as rack buildouts, site setups, and fleet rollouts.

Requirements

• 2+ years in helpdesk, desktop support, or IT support.
• Hands-on troubleshooting across both macOS and Windows — OS, hardware, peripherals, and common apps.
• Solid grasp of identity and account fundamentals: SSO, MFA, password/credential hygiene, user lifecycle.
• Experience administering users in Google Workspace (or M365) and at least one MDM/RMM platform.
• Strong written communication — able to write a clear runbook and provide calm ticket updates.
• Customer-service mindset; patient and clear with non-technical and highly technical users alike.
• Ability to lift/move hardware and work on-site.

Qualifications

• Exposure to Okta, NinjaOne, Intune, CrowdStrike, or Tailscale.
• Familiarity with security baselines/compliance (CIS, NIST CSF) and endpoint hardening.
• Basic scripting (PowerShell, bash, or Python) for automation.
• Experience with Ubuntu or other Linux derivatives.
• Networking fundamentals (DNS, DHCP, VLANs, VPN).
• Experience in a startup, lab, or hardware/robotics environment.