IT Help Desk Specialist (5 to 6 Month Contract)

We prefer this person to be based in CA near our Redwood City office for intermittent onsite work. 

What You’ll Do

User Support

• Provide Help Desk support - assist employees with password resets, 2FA, laptop/phone troubleshooting (Wi-fi troubleshooting, OS lag, battery performance, and more), software access issues 
• Handle licensing and IAM permission escalation requests for systems and tools 
• Document issues in ticketing system and notify relevant team members
• Maintain software license pools and subscription renewals’
• Support internal employees and third-party vendors 

Onboarding and Offboarding

• Provision emails, access to Saas tools, share onboarding documents, and communication with people managers
• Ensure access is approved and systems permissions are updated appropriately

Documentation and Asset Management

• Develop and maintain internal IT documentation and knowledge base to support Tier 1 operations
• Familiarity with asset management systems and maintain and update asset management 

Coordination and Oversight 

• 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.

• Audit Saas tools and systems to allocate proper permissions for employees, contractors, and vendors
• Maintain email distribution lists, configure routing, auto forwards, and address maps

IT Budget

• Track and monitor IT monthly credit card spend, file purchase records, and submit monthly reports

What You’ll Bring:

• 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 certified as A Great Place to Work! 93% of our employees have reported that Hatch is a great place to work.
• We have an amazing leadership team that truly values its employees and lives our company values each and 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 including True Ventures and have strong revenue growth
• We let you take care of what you need by offering a flexible/remote work environment