IT Site Specialist

About the role

You will provide primary in-person IT support at Ramp's San Francisco office five days per week acting as the site's main point of contact for all technical issues. You will perform IT Support Specialist (L4) duties handling advanced troubleshooting and internal escalations before handing off to engineering teams. You will own deskside and walk-up support resolving tickets end-to-end while proactively working to minimize volume and improve service levels. You will directly administer the core SaaS application stack including Okta, Google Workspace, Slack, JAMF, and a growing set of platforms handling provisioning access and integrations. You will coordinate application onboarding offboarding and access changes tied to joiner mover and leaver workflows across the entire SaaS portfolio. You will manage SaaS renewals track contract dates and coordinate cancellations while optimizing seat counts and usage through portfolio management. You will build and maintain integrations and automations to reduce manual work and enforce least-privilege identity and access practices. You will take ownership of small and large projects partnering with internal and external teams to deliver results on schedule.

Key facts

What you'll do

• Provide in-person support at our San Francisco office 5 days/week acting as the site's primary IT point of contact.
• Perform IT Support Specialist (L4) duties encompassing all responsibilities of the IT Support Specialist role.
• Provide deskside and walk-up support and resolve IT tickets end-to-end.
• Handle advanced troubleshooting and internal escalation before handoff to Pod 2 - IT Engineering.
• Triage and field support requests across tickets email Slack and the team-it-ops and help-it distros.
• Direct and review Serval AI support agent workflow runs step in when automated resolution fails and contribute workflow builds and guidance improvements.
• Coordinate application onboarding offboarding tied to lifecycle events joiner mover leaver provisioning deprovisioning and access changes across the SaaS stack.
• Administer core applications Okta Google Workspace Slack JAMF and other SaaS tools managing user lifecycle group role management and SSO/SCIM integrations.
• Own application portfolio management including seat counts usage tracking and license optimization.
• Manage SaaS renewals tracking contract dates and coordinating renewals and cancellations.
• Partner with Pod 3 on SaaS App Strategy execution from an operational and usage standpoint.
• Build and maintain integrations and automations to reduce manual work and enforce least-privilege access.
• Manage on-site hardware inventory lifecycle and procurement coordination stock levels reorder requests and coordinating with fulfillment vendors such as Firstbase SHI CDW and Amazon.
• Support AV and conference room reliability in the San Francisco office.
• Take ownership of small and large projects partnering with internal and external teams to deliver.
• Perform recurring audits on application licenses access and hardware and drive remediation.
• Create technical and user-facing documentation and push the team toward industry best practices.
• Be an advocate for our users understand their challenges and remove blockers with empathy.

Requirements

• Minimum 4 years of technical experience in an enterprise-size organization with hands-on experience in both on-site IT support and SaaS/application administration.
• Strong knowledge of our core tech stack including Okta Google Workspace Slack JAMF and modern SaaS tools.
• Solid understanding of User Lifecycle Management identity and access management and least-privilege principles.
• Experience with SSO/SCIM provisioning and building integrations or automations across SaaS platforms.
• Experience managing SaaS application portfolios license optimization and vendor renewals.
• Experience with deskside support ticket resolution and knowing when to escalate to an engineering team.
• Comfort owning the physical site experience including endpoint troubleshooting AV and inventory alongside back-end application administration.
• Strong attention to detail execution-oriented and comfortable owning ambiguous cross-functional work.

Nice to have

• Experience in high-growth startups.
• Experience managing vendor relationships and negotiating contracts.
• Experience with ITSM tools and process documentation.
• Experience working with data analytics or observability tools.
• Experience supporting remote or hybrid work models.

Practical notes

This is a full-time on-site contract role based in our San Francisco office. The schedule is 40 hours per week with no remote work options. Travel is not required for this position. The role reports to the IT Team and must comply with standard employment eligibility requirements in the United States. This role is not eligible for visa sponsorship. Applicants must already have the right to work in the United States and meet all standard employment eligibility requirements.