IT Support Analyst

Knightscope•Sunnyvale, CA

4d•Onsite

About The Position

Knightscope designs and operates Autonomous Security Robots (ASRs) that safeguard people and property around the clock. Our fleet of ASRs combines robotics, edge AI, and cloud services to deliver actionable, real‑time intelligence to client’s nation‑wide. The IT Support Analyst is responsible for Tier 1/2 endpoint support, identity and access management operations, MDM administration, and IT security tooling across a 100+ user Microsoft 365 and Okta-integrated environment. The role operates within a structured ITSM framework (Freshservice) and interfaces directly with endpoint protection platforms (SentinelOne EDR, Microsoft Defender), device management infrastructure (Intune, Apple Business Manager), and onboarding/offboarding automation workflows. The position requires demonstrated hands-on experience with both Windows and macOS in a corporate setting, strong documentation discipline, and the ability to triage, escalate, and resolve issues with minimal supervision. Knightscope's IT team runs a modern, cloud-first stack supporting a hybrid workforce across engineering, operations, and executive functions. This role sits at the center of that stack — owning day-to-day endpoint operations, managing the full device lifecycle from provisioning through decommission, and supporting identity workflows tied to Okta SSO and Microsoft Entra. ID. You'll work directly with the Director of IT on infrastructure projects alongside helpdesk operations, including ongoing rollouts of security tooling, AV systems, and IT process automation. The environment is technically demanding, moves fast, and rewards candidates who can self-direct across multiple concurrent workstreams. Candidates who thrive with autonomy, move decisively through ambiguity, and communicate clearly across remote teams will excel here.

Requirements

3–5 years of IT support experience in a corporate environment supporting Windows and macOS endpoints
Hands-on experience with Microsoft Intune and Apple Business Manager — MDM enrollment, compliance policies, app deployment, and device lifecycle management
Working knowledge of Okta SSO and Microsoft Entra ID — user lifecycle management, MFA policy enforcement, app assignments, and access provisioning/revocation
Proficiency with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange Online) including admin-level familiarity with the M365 Admin Center
Experience with Freshservice or comparable ITSM platform — ticket management, SLA tracking, asset records, and knowledge base documentation
Familiarity with SentinelOne EDR and Microsoft Defender for Endpoint — agent deployment, policy management, and basic alert triage
Basic networking fundamentals — DNS, DHCP, VLAN segmentation, and switch-level troubleshooting in a managed environment (Aruba or similar)
Comfort working with AI-powered tools in a business context — including Microsoft Copilot, ChatGPT/Claude for productivity workflows, and AI-assisted ITSM automation (e.g., Freshservice Freddi AI or similar chatbot/ticketing integrations)
Strong written and verbal communication skills; comfortable interfacing with end users and executive staff directly
Associate's degree in Information Technology, Computer Science, or a related field required; Bachelor's degree preferred; equivalent combination of education and hands-on experience will be considered

Nice To Haves

Experience with Slack workspace administration, GitHub SSO integration, or Keeper Password Manager a plus
Exposure to physical access control systems (Brivo) or AV/conferencing platforms (Neat, Logi, ClickShare) a plus
One or more of the following certifications preferred: CompTIA A+, Network+, or Security+; Microsoft MD-102 or MS-900; Okta Certified Administrator; Apple Certified Support Professional (ACSP); ITIL Foundation v4

Responsibilities

Serve as Tier 1/2 helpdesk support for hardware, software, and connectivity issues across Windows and macOS endpoints
Manage device provisioning and deprovisioning via Microsoft Intune and Apple Business Manager; experience with MDM enrollment, compliance policies, and app deployment required
Own ticket queue management and SLA compliance in Freshservice
Support onboarding and offboarding workflows including account setup, access provisioning, equipment shipping, and access revocation
Assist with deployment and maintenance of security tooling (SentinelOne EDR, Okta SSO, Microsoft Defender)
Support AV setup for company-wide events, earnings calls, and executive meetings
Maintain asset inventory and coordinate hardware procurement with vendors including CDW
Escalate complex issues to senior team members appropriately and document resolutions in the knowledge base