Senior IT Support Specialist

Overview

The IT Operations and Services team at Instacart is made up of a collaborative, tight-knit group of technical problem-solvers spanning IT Support, AV, IT Logistics, Corporate Engineering, and Executive Support. Together, we work to ensure that every employee across Instacart has access to a seamless, high-quality technology experience — whether they're working from home or walking into one of our offices.

We're currently seeking a Senior IT Support Specialist to join our San Francisco office in a flex capacity, with set days on-site each week. This is a hands-on, highly visible role where you'll serve as a key point of contact for employees in the SF office, delivering exceptional IT support across hardware, software, and AV systems. If you're someone who genuinely loves technology, thrives in a fast-moving environment, and gets satisfaction from making other people's workdays easier, this is the opportunity for you.

This role is critical to keeping Instacart running smoothly. The team is collaborative, fun, and deeply committed to upleveling the IT support experience — while also making sure anyone who walks up with a problem feels heard, helped, and taken care of.

About the Job

• Serve as the primary IT point of contact for the San Francisco office, providing both in-person and remote support to Instacart employees through our ticketing system — handling everything from day-to-day troubleshooting to more complex technical issues across macOS, Windows, and ChromeOS environments.
• Own the new hire onboarding experience from an IT perspective, including hardware deployment, equipment setup, and administering our SaaS application portfolio through our SSO tooling — making sure every new Instacarter hits the ground running on day one.
• Support and maintain conference room AV equipment across the office, partnering with the AV team to ensure everything is functioning properly and stepping in to troubleshoot when things go sideways — because they sometimes do.
• Become a go-to resource for our core software platforms — Gmail, Slack, Okta, and Zoom — troubleshooting issues, answering questions, and helping employees get the most out of the tools they use every day.
• Contribute to the health and scalability of our IT environment by keeping knowledge base documentation up to date, identifying opportunities to improve support processes, and collaborating cross-functionally with the AV, IT Engineering, and Workplace teams to keep things running efficiently as Instacart continues to grow.

About You

Minimum Qualifications

• 3+ years of experience in helpdesk or IT support, including hands-on customer service in a professional environment
• Demonstrated experience supporting macOS, Windows, and ChromeOS operating systems
• Proven ability to manage multiple support requests and priorities simultaneously, working independently with strong follow-through and attention to detail
• Strong communication skills with the ability to work effectively across a wide range of people and technical comfort levels
• Ability to occasionally lift up to 40 lbs (for hardware deployment and equipment setup)

Preferred Qualifications

• 3+ years of experience working with Google Workspace (formerly G Suite) in a support or administrative capacity
• Familiarity with Okta, Jira, and Slack in an enterprise environment
• Working knowledge of AV systems, including Zoom Rooms and Google Meet hardware setups
• A natural curiosity and self-sufficient troubleshooting instinct — someone who searches for answers before escalating and enjoys the process of figuring things out
• A collaborative, approachable personality with a genuine interest in teaching others and making technology feel less intimidating

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