IT Support Specialist, Tier 2 (Cybersecurity)

Location: Hybrid in El Dorado Hills, California, United States; must reside within reasonable commuting distance and work on-site at least 3 days per week, with additional on-site coverage as needed. Occasional after-hours support may be required.

Company

hirify.global develops cybersecurity software, including an AI-enabled, cloud-native privileged access management platform used by organizations and individuals in over 150 countries.

What you will do

• Provide Tier 2 support for escalated hardware, software, endpoint, identity, access, and connectivity issues.
• Serve as the primary on-site IT resource for the El Dorado Hills office and support workstations, laptops, mobile devices, peripherals, conference rooms, printers, access control, and other workplace systems.
• Install, configure, troubleshoot, and maintain Windows and macOS devices, physical servers, server racks, switches, cabling, UPS systems, and related infrastructure.
• Support wired and wireless networking, DNS, DHCP, VPN, identity and access management, MFA, account provisioning, onboarding, offboarding, endpoint management, and software deployment.
• Monitor and resolve service requests and incidents, maintain asset records and technical documentation, and escalate complex issues to Tier 3 resources.
• Collaborate with Tier 1 support, senior IT staff, vendors, and service providers; mentor Tier 1 team members and participate in endpoint, network, office infrastructure, and systems improvement projects.

Requirements

• 3+ years of experience in IT support, desktop support, systems support, or a related technical role, including Tier 2 or escalated technical support in a business environment.
• Strong hands-on experience supporting Microsoft Windows and macOS environments.
• Experience with physical servers, server racks, switches, cabling, or other on-site IT infrastructure.
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, VLANs, and wireless networking.
• Experience troubleshooting hardware, operating systems, software, user access, and connectivity issues.
• Familiarity with MFA, user provisioning, groups, permissions, cloud platforms such as Google Workspace or Microsoft Azure, and endpoint management or MDM platforms.
• Experience provisioning and supporting laptops, desktops, mobile devices, and common productivity applications.
• Strong troubleshooting, analytical, problem-solving, written communication, and verbal communication skills with a customer-service mindset.
• Ability to work independently on-site, determine when escalation is needed, and use AI-assisted tools effectively for troubleshooting, documentation, and daily IT operations.
• Ability to lift up to 50 pounds and safely move, install, or replace IT hardware as part of regular duties.
• Must reside within reasonable commuting distance of the El Dorado Hills, California office and work on-site at least 3 days per week.

Nice to have

• Experience with Windows Server or Linux server environments, rack-and-stack activities, server hardware maintenance, or data center/server room support.
• Familiarity with Microsoft Intune, Kandji, Active Directory, Microsoft Entra ID, Okta, or similar platforms.
• Experience with switches, firewalls, wireless access points, virtualization technologies such as VMware or Hyper-V, office AV, conference room systems, or physical access systems.
• Relevant CompTIA, Microsoft, networking, or IT support certifications.
• Experience in a security-conscious or compliance-driven environment.

Culture & Benefits

• Medical, dental, and vision insurance, including domestic partnerships.
• Employer-paid life insurance and supplemental life insurance options.
• Voluntary short-term and long-term disability insurance.
• 401(k) Roth and traditional plans.
• Generous PTO, including paid bereavement and jury duty leave.
• Above-market annual bonuses and an equal-opportunity, inclusive work environment.