IT Operations Specialist

Intercom•San Francisco, CA

16h•Hybrid

About The Position

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? At Intercom, the IT Operations team is dedicated to delivering a five-star IT experience, ensuring our employees have efficient, reliable and productive support. Our team plays a crucial role in maintaining a seamless workplace IT experience, supporting Audio & Video conferencing systems, troubleshooting hardware, software and third-party tools and managing user access, provisioning and security. This role goes beyond traditional IT support - it’s about creating a lasting impression through every interaction. From welcoming new Intercomrades during onboarding to resolving day-to-day IT needs, you’ll be focused on delivering a five-star user experience. You’ll take pride in ensuring our people feel supported, empowered and confident with their technology, contributing to a workplace where great support is a core part of the Intercom experience. As an IT Operations Specialist, you will be the first point of contact for employees’ IT needs, ensuring a smooth and supportive technology experience. You’ll assist with onboarding new Intercomrades, managing IT assets and resolving day-to-day support requests with care and efficiency. This role is hands-on and people-focused - ideal for someone passionate about delivering great user experiences and eager to grow their technical and operational skills in a fast-paced, collaborative environment.

Requirements

Strong ability to troubleshoot and resolve hardware and software issues, with a focus on documenting solutions to prevent recurrence.
Experience supporting and onboarding users in a predominantly Mac environment.
Genuine passion for IT support and continuous learning in a dynamic setting.
Familiarity with MDM platforms for device management.
Proficiency with support ticketing systems.
Bachelor’s degree in a relevant field or equivalent practical experience.
Hands-on experience managing productivity and communication tools (e.g., Google Workspace, Okta, Slack) and guiding users in their effective use.
Experience tracking and maintaining IT assets through an asset management system (such as Oomnitza, Jira, or similar).
Experience supporting c-suite executives.

Nice To Haves

Basic scripting proficiency.
Basic understanding and/or experience with automation.
JAMF and Okta Admin certification
Relevant certifications (A+, Network+,AWS certs, Google Admin, etc…)
Programming language proficiency, e.g. Ruby, Python, Perl etc… Note that the language doesn’t have to be one that we use here!
Cloud-heavy IT infrastructure experience.
Experience with Office Buildouts.

Responsibilities

Provide help desk support to internal employees.
Own account provisioning and deprovisioning, onboarding and offboarding processes and the maintenance of our application stack and integrations.
Work extensively with Jamf, Okta, Intune, Jira and GitHub, contributing ideas for management, organisation and basic troubleshooting.
Maintain and enrich our knowledge base with documentation to support end users and enhance our AI-driven help desk.
User hardware setup and provisioning - Apple, Windows etc.