Senior IT Support Specialist

About the role

Harness is seeking a highly motivated Senior IT Support Specialist to provide hands-on, on-site support for our San Francisco office and additional Bay Area locations.

This role is ideal for a customer-focused IT professional who thrives in a fast-paced environment, enjoys solving complex technical problems, and takes pride in delivering a high-quality employee experience.

Responsibilities

• Provide Tier 2 technical support to internal users, troubleshooting hardware, software, and network issues with a focus on timely resolution and excellent customer service.
• Manage user identity and access, including onboarding, offboarding, and role-based access control, in compliance with company policies and security requirements.
• Support new hire onboarding and employee offboarding, including device provisioning, equipment logistics, orientation support, and account setup/decommissioning.
• Resolve and document IT incidents and service requests utilizing the ticketing system, ensuring clear documentation, root-cause analysis, and appropriate escalation when needed.
• Provide hands-on support for desktops, laptops, mobile devices, conference room AV systems, and other corporate IT assets.
• Participate in the on-call rotation to provide support after hours and on weekends.

Requirements

• Create, maintain, and improve user-facing documentation, training materials, and knowledge base articles to promote self-service and reduce recurring issues.
• Collaborate with the IT team, completing assigned tasks and project work using project management tools.
• Contribute to IT projects and initiatives, including planning, implementation, testing, and post-deployment support.
• Maintain accurate documentation related to asset inventory, system configurations, environments, and operational processes.
• Communicate clearly and professionally with stakeholders to ensure effective issue resolution and expectation management.
• Operate with a security-first mindset, adhering to IT security policies, procedures, and best practices.
• Stay current with emerging technologies and proactively recommend process improvements and operational efficiencies.

Qualifications

• 5+ years of experience in IT support, help desk, or a related technical support role.
• Strong working knowledge of hardware, operating systems, SaaS applications, and basic networking concepts.
• Hands-on experience with user account management, access control, and onboarding/offboarding workflows.
• Experience using IT ticketing systems and collaborating through project management tools.
• Prioritize excellent customer service and communicate technical concepts to non-technical users.
• Ability to work independently, manage competing priorities, and adapt in a dynamic, fast-paced environment.
• Strong documentation, organizational, and time-management skills.
• Flexibility to accommodate after-hours and weekend on-call support.