Senior IT Support Lead

We are seeking a Senior IT Support Lead to be the operational backbone of our IT team, located in our Boulder, Colorado office and offering support to all our offices nationally. In this role, you will own the end-user experience from device provisioning to day-to-day support — building the repeatable, automated workflows that allow our team to scale without friction. You will support a highly technical employee population, including quantum engineers, hardware researchers, and software developers. Working closely with the IT Director, Security Engineer, and DevOps teams, you will ensure employees have secure, reliable access to the systems, tools, and resources they need to be productive from day one.

Job Responsibilities

• Onboarding and offboarding of employees, including hardware selection, configuration, purchasing, access control, and inventory management of company-owned computing resources.
• Serve as the primary point of escalation for IT support requests across MacOS, Windows, and Ubuntu endpoints.
• Own the helpdesk queue, drive toward SLA adherence, and build self-service resources to reduce repeat ticket volume.
• Diagnose and resolve hardware, software, networking, and SaaS access issues promptly working cross-functionally with various technical departments.
• Enforce baseline security policies (disk encryption, OS patching, screensaver lock) in partnership with others on the IT Team.
• Build and maintain an internal IT knowledge base covering common issues, onboarding, offboarding runbooks, and self-service guides.

Experience & Education

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