Keeper Security - IT Support Specialist, Tier 2
Requirements
• 3+ years of experience in IT support, desktop support, systems support or a related technical role • Experience providing Tier 2 or escalated technical support in a business environment • Strong hands-on experience supporting Microsoft Windows and macOS environments • Experience working with physical servers, server racks, switches, cabling or other on-site IT infrastructure • Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPNs, VLANs and wireless networking • Experience troubleshooting hardware, operating systems, software, user access and connectivity issues • Familiarity with enterprise identity and access concepts including MFA, user provisioning, groups and permissions • Experience provisioning and supporting laptops, desktops, mobile devices and common productivity applications • Familiarity with cloud-based platforms such as Google Workspace, Microsoft Azure or similar technologies • Familiarity with endpoint management or MDM platforms • Strong troubleshooting, analytical and problem-solving skills • Strong written and verbal communication skills with a customer-service mindset • Ability to work independently on-site and determine when issues require escalation • Ability and willingness to use AI-assisted tools effectively to improve troubleshooting, documentation and day-to-day IT operations • Ability to lift up to 50 pounds and safely move, install or replace IT hardware as part of regular job duties • Must reside within reasonable commuting distance of Keeper’s El Dorado Hills, CA office and be able to work on-site a minimum of 3 days per week • Experience supporting Windows Server or Linux server environments • Experience with rack-and-stack, server hardware maintenance or data center / server room support • Familiarity with Microsoft Intune, Kandji or similar endpoint management platforms • Experience supporting Active Directory, Microsoft Entra ID, Okta or similar identity platforms • Experience with switches, firewalls, wireless access points or other network infrastructure • Familiarity with virtualization technologies such as VMware or Hyper-V • Experience supporting office AV, conference room or physical access systems • Relevant CompTIA, Microsoft, networking or IT support certifications • Experience working in a security-conscious or compliance-driven environment
Responsibilities
• Provide Tier 2 technical support for escalated hardware, software, endpoint, identity and access issues • Serve as a primary on-site IT resource for Keeper’s El Dorado Hills office • Install, configure, troubleshoot and maintain Windows and macOS workstations, laptops, mobile devices and related peripherals • Support physical IT infrastructure including server racks, on-site servers, network switches, cabling, UPS systems and related equipment • Assist with rack-and-stack activities, hardware replacement, server maintenance and basic infrastructure troubleshooting • Support office network connectivity including wired and wireless access, DNS, DHCP, VPN and basic network troubleshooting • Troubleshoot user access, authentication, MFA, account provisioning and identity-related issues • Support employee onboarding and offboarding, including device provisioning, access changes and asset coordination • Escalate complex infrastructure, security or systems issues to Tier 3 resources while providing clear troubleshooting documentation • Monitor, triage and resolve IT service requests and incidents in accordance with internal service expectations • Maintain accurate IT asset records and conduct regular inventory audits • Assist with endpoint management, software deployment and device configuration through MDM and related management platforms • Support office-based technology including conference room systems, printers, access control and other workplace systems • Partner with third-party vendors and service providers on infrastructure, network and hardware-related projects • Maintain technical documentation, troubleshooting procedures and knowledge base articles • Mentor Tier 1 support team members and assist with escalation handling and technical guidance • Participate in IT projects involving endpoint deployment, network upgrades, office infrastructure and system improvements • Use AI-assisted tools such as Gemini, ChatGPT or similar platforms to improve troubleshooting, documentation and workflow efficiency • Provide occasional after-hours support for critical office or infrastructure issues as needed
Benefits
• Medical, Dental & Vision (inclusive of domestic partnerships) • Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life • Voluntary Short/Long Term Disability Insurance • 401K (Roth/Traditional) • A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc) • Above market annual bonuses
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