Responsibilities
- Provide end-to-end technical support across macOS, Windows, networks, conference room technology, SaaS platforms, and identity systems.
- Deliver professional, empathetic deskside and remote support, from Oura’s San Francisco office.
- Support office buildouts, expansions, and ongoing IT infrastructure improvements.
- Manage conference room AV and unified communications to ensure seamless hybrid collaboration.
- Handle IT incidents and request escalations efficiently, ensuring timely resolution and high service quality.
- Maintain internal and user-facing documentation to support consistency and scale.
- Partner with global IT counterparts to align processes across regions.
- Oversee physical asset management and hardware inventory accuracy to ensure equipment availability for new hires and replacements.
- Support new hire onboarding sessions, covering IT services, policies, and best practices.
- Help maintain a positive first-day experience for new employees.
- Collaborate with the IT Support Manager on operational and technical improvement initiatives.
- Identify recurring issues and deliver improvements to enhance reliability and reduce friction.
- Utilize MDM tools for troubleshooting and device lifecycle support.
- Provide support for key platforms, including Google Workspace, Slack, Miro, and Okta.
- Share technical expertise with teammates to strengthen the support function.
- Document solutions, best practices, and SOPs to promote a scalable support model.
- Act as a champion for service quality, upholding responsiveness, empathy, and reliability in all support interactions.
Requirements
- 6+ years of IT Support or IT Administration experience in fast-paced, high-growth environments
- Strong troubleshooting skills across macOS, Windows, and Linux
- Proven track record delivering high-quality deskside support with exceptional customer service
- Ability to mentor and guide fellow support team members
- Solid understanding of networking fundamentals, device management, SaaS platforms, and identity systems
- Ability to diagnose technical issues and drive them to resolution independently with high accuracy and urgency
- Excellent communication and customer-empathy skills, with the ability to translate technical topics for non-technical users
- A proactive, ownership-driven mindset with a commitment to continuous improvement, reliability, and teamwork
- Frequently moves/transports equipment weighing up to 50 pounds
Nice to Have
- Deep expertise in modern IT support across macOS and Windows, including troubleshooting, endpoint management, networking fundamentals, and SaaS support.
- Hands-on technical support experience with MDM/UEM platforms (e.g., Mosyle, Intune) and Identity/SSO environments (Google Workspace, Entra ID).
- Strong proficiency in ITSM processes, including incident, request, and asset management best practices.
Benefits
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Oura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
Additional Information
- This position requires someone to work out of our San Francisco office 5 days a week.
