IT Support Specialist

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

Who We Are

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

JOB OVERVIEW

Serve Robotics is seeking an IT Support Specialist to provide exceptional technical support and maintain smooth day-to-day operations for our growing team. You'll be the primary point of contact for resolving technical issues through our IT Service Desk, with 80% of your time dedicated to support ticket resolution and 20% focused on project work. This role includes troubleshooting hardware and software issues, managing user accounts, facilitating onboarding support, and ensuring our team has the technical resources they need to succeed.

JOB DUTIES

• Serve as primary responder for IT Service Desk tickets, providing timely resolution of technical issues and user requests.

• Troubleshoot and resolve hardware issues including laptops, desktops, peripherals, and mobile devices.

• Provide software support across Windows, macOS, and Linux environments, including application installation and configuration.

• Support employee onboarding and offboarding processes, including account provisioning and equipment setup.

• Manage user accounts, permissions, and access levels across various systems and platforms.

• Diagnose and resolve network connectivity issues, printer problems, and other infrastructure-related concerns.

• Collaborate with vendors for hardware repairs, warranty claims, and technical escalations.

• Document solutions in our knowledge base and maintain accurate ticket records for continuous improvement.

• Participate in IT projects including system upgrades, process improvements, and automation initiatives (20% of role)

• Support both internal corporate IT and operational needs to enable robot delivery

• Escalate complex technical issues to the IT and Security teams when appropriate while maintaining ownership of ticket resolution.

EXPERIENCE, QUALIFICATIONS, & SKILLS

Required Experience, Qualifications, and Skills

• 1-3 years of experience in IT support, help desk, or technical support roles.

• Strong troubleshooting skills across Windows, macOS, and Linux operating systems.

• Experience with Google Workspace administration and user management.

• Familiarity with network troubleshooting and basic connectivity issues

  • Ubiquiti experience preferred

• Knowledge of ticketing systems and IT service management practices.

• Experience supporting remote and hybrid work environments.

• Understanding of basic cybersecurity principles and endpoint protection.

Preferred Experience, Qualifications, and Skills

• Working knowledge of identity management systems and protocols (SSO, LDAP, SCIM)

  • Okta experience is preferred.

• Experience with IT automation tools and scripting.

• Previous experience in a fast-paced, high-growth technology environment.