IT Support Engineer

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About the role

Scale is looking to grow our IT team! We are looking for someone who is excited by the opportunity to be part of a fast-paced environment that pushes you to learn while doing. This role needs to be great with people and strongly focused on learning and executing. Ideally you have been the sole IT person at a startup before and are excited to be an early member of the team here at Scale. You focus on patterns and don't like doing the same thing twice. Your goal in this position is making people happy while creating simple and repeatable solutions for all! You will: Onboarding • Own the end-to-end new hire experience: coordinate with People Ops ahead of start dates, provision laptops and peripherals, and ensure every new hire is productive on day one. • Create accounts and assign role-based access across our identity and SaaS stack (Okta, Google Workspace, Slack, Jira/Confluence, Zoom, Microsoft Entra ID/M365). • Enroll and configure devices (Mac and Windows) in MDM with required security baselines before handoff. • Lead new hire IT orientations, covering security expectations, core tools, and how to get help. Offboarding • Execute timely, security-critical offboarding: suspend accounts, revoke access and sessions, and reclaim licenses on the employee's last day. • Recover, wipe, and re-inventory hardware; coordinate remote returns for distributed employees on the last day. • Maintain auditable onboarding/offboarding checklists to support security and compliance reviews (e.g., SOC 2 access controls). Ticket Queue & Support • Own the day-to-day IT ticket queue in Jira Service Management: triage, prioritize, and resolve or dispatch every incoming request. • Meet first-response and resolution SLAs; keep requesters informed and tickets updated until closure. • Escalate appropriately with clear context and reproduction steps. • Analyze ticket trends to find recurring issues, then eliminate them through documentation, self-service, or automation. • Build and maintain knowledge base articles for both end users and the IT team. General • Provide help desk support to all Scale employees across hardware, software, AV, and access issues. • Maintain and support office technology (printers, Zoom Rooms, room schedulers, and more). • Own IT asset management with accurate, actionable records of all equipment through its lifecycle. • Administer and integrate cloud services (Google Workspace, Microsoft Entra ID/M365, Slack, Okta, Jira, Confluence, Zoom, and more). • Promote IT best practices and constantly ask: "How can I make things better?" • Be in-office 100% of the time. Ideally you'll have: • 3+ years of corporate IT experience, including hands-on onboarding/offboarding ownership at scale. • Deep understanding of computer fundamentals and troubleshooting: hardware and software (Mac, Windows) and cloud technologies (Google Workspace, Slack, Zoom, Okta, Microsoft Entra ID/M365). • Experience running a ticket queue in Jira Service Management or a similar ITSM tool, with a track record of meeting SLAs. • Familiarity with identity/access management (Okta SSO, SCIM provisioning) and MDM for Mac and Windows fleets. • A positive attitude and excitement for building new processes and policies for a rapidly growing organization. • Experience supporting remote teams and multiple global offices using tools like Slack and Zoom. • A security- and compliance-focused mindset. Our stack Okta (identity/SSO), Google Workspace (Gmail, Calendar, Drive, Docs), Slack, Jira & Jira Service Management, Confluence, Zoom, Microsoft Entra ID/M365, Chrome, plus MDM for Mac and Windows fleets. PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough

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