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IT Support Specialist

2 months ago

Redwood City, California, United States Hatch Full time
About Us

Hatch is a pioneering company dedicated to revolutionizing the way people sleep. Our mission is to provide innovative solutions that help individuals and families achieve restful nights and refreshed mornings. With a strong focus on customer satisfaction, we strive to deliver exceptional products and services that meet the evolving needs of our users.

Job Summary

We are seeking a highly skilled and experienced IT Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees, ensuring seamless access to our systems and tools. Your expertise will play a critical role in maintaining the integrity of our IT infrastructure and ensuring that our team members can work efficiently and effectively.

Key Responsibilities
  • Provide Help Desk support, assisting employees with password resets, 2FA, laptop/phone troubleshooting, and software access issues.
  • Handle licensing and IAM permission escalation requests for systems and tools.
  • Document issues in our ticketing system and notify relevant team members.
  • Maintain software license pools and subscription renewals.
  • Support internal employees and third-party vendors.
Onboarding and Offboarding

As an IT Support Specialist, you will be responsible for ensuring a smooth onboarding experience for new employees, including provisioning emails, access to Saas tools, and sharing onboarding documents. You will also be responsible for updating access and systems permissions as needed.

Documentation and Asset Management

You will develop and maintain internal IT documentation and knowledge base to support Tier 1 operations. Familiarity with asset management systems is a must, and you will be responsible for maintaining and updating asset management.

Coordination and Oversight

You will 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. You will also be responsible for auditing Saas tools and systems to allocate proper permissions for employees, contractors, and vendors.

IT Budget

You will track and monitor IT monthly credit card spend, file purchase records, and submit monthly reports.

Requirements
  • 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 a certified Great Place to Work, with 93% of our employees reporting that Hatch is a great place to work. Our leadership team values its employees and lives our company values 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 and have strong revenue growth. We offer a flexible/remote work environment, allowing you to take care of what you need.