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IT Help Desk Specialist

2 months ago

Redwood City, United States Hatch Full time
About Us

At Hatch, we know great sleep, and are on a mission to teach the whole family better sleep habits. Getting high quality sleep improves focus, energy, and performance no matter what you love to do in your life. There is nothing like the feeling of a good night's sleep. Cozy, wrapped-up-in-a-heavy-blanket sleep. Fire crackling, curtains drawn, DO NOT DISTURB kind of sleep. Hygge stuff. That's the kind of sleep we're talking about. 85% of people agree sleep is a key to their wellbeing, but more than 50% of people are unsatisfied with their own sleep. Whether it's stress, interruption, work, children, people need help getting great rest

We have developed best-in-class smart sleep devices with original content to help people wind down, sleep deeply and rise rested and relaxed. Come join a company that has already helped more than 5 million sleepers of all ages find space for rest in their lives, with baby products in 1 in 3 nurseries, and a viral adult smart sunrise alarm clock that has taken over TikTok and everyone from Jimmy Fallon to Sofia Richie Grainge's nightstands.

We prefer this person to be based in CA near our Redwood City office for intermittent onsite work.
What You'll Do

User Support
  • Provide Help Desk support - assist employees with password resets, 2FA, laptop/phone troubleshooting (Wi-fi troubleshooting, OS lag, battery performance, and more), software access issues
  • Handle licensing and IAM permission escalation requests for systems and tools
  • Document issues in ticketing system and notify relevant team members
  • Maintain software license pools and subscription renewals'
  • Support internal employees and third-party vendors
Onboarding and Offboarding
  • Provision emails, access to Saas tools, share onboarding documents, and communication with people managers
  • Ensure access is approved and systems permissions are updated appropriately
Documentation and Asset Management
  • Develop and maintain internal IT documentation and knowledge base to support Tier 1 operations
  • Familiarity with asset management systems and maintain and update asset management
Coordination and Oversight
  • Serve as the IT liaison for cross-functional teams, providing support for company-wide initiatives and contributing to the successful execution of ongoing IT projects.
  • Audit Saas tools and systems to allocate proper permissions for employees, contractors, and vendors
  • Maintain email distribution lists, configure routing, auto forwards, and address maps
IT Budget
  • Track and monitor IT monthly credit card spend, file purchase records, and submit monthly reports
What You'll Bring:
  • Minimum of 2 years experience supporting an IT department or in a relevant technical role.
  • Strong understanding of onboarding/offboarding processes and managing administrative access.
  • Friendly, empathetic, and collaborative approach to user support.
  • Proficient in Google Workspace, Slack, password management systems, and IAM best practices.
  • Proven experience supporting and troubleshooting across Mac, Windows, iOS, and Android platforms.
  • Exceptional organizational and documentation skills, ensuring clear and accurate records.
  • Skilled in resolving Help Desk requests efficiently in a remote work environment.
  • Experience reviewing, auditing, and managing SaaS applications and tools.
  • Proficient in software license and asset management, including repair coordination.
  • Knowledgeable in IT best practices and industry standards.
  • Demonstrated ability to troubleshoot and resolve user issues independently, with sound judgment on escalation.
Why You Will Love Working at Hatch
  • We are certified as A Great Place to Work 93% of our employees have reported that Hatch is a great place to work.
  • We have an amazing leadership team that truly values its employees and lives our company values each and every day.
  • We delight our customers with something everyone needs: a good night's sleep
  • Our team is collaborative, fun, and brilliant
  • You have an opportunity to make a large impact in people's lives
  • We are backed by world class investors including True Ventures and have strong revenue growth
  • We let you take care of what you need by offering a flexible/remote work environment


Designed by experts and loved by parents, our Rest family includes Rest, Rest+, Rest Mini, and Rest (2nd Gen)-all-in-one sleep products designed for babies and kids that can be controlled remotely. Hatch Restore is a fully-customizable product geared toward helping adults sleep well. As an all-in-one sleep assistant, Restore helps people personalize their perfect night of slumber. Launched in 2014 by parent entrepreneurs Ann Crady Weiss and Dave Weiss, and featured on "Shark Tank" in 2016, Hatch is headquartered in Menlo Park, California.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.