IT Support Specialist II

Join DoorDash in an onsite IT Support role for the New York office, handling day-to-day tickets in Jira and troubleshooting employee technology across devices and workplace systems.

Responsibilities

• Provide dedicated onsite IT support for employees in the New York office.
• Manage, triage, update, and resolve daily support tickets through Jira.
• Troubleshoot issues involving laptops, operating systems, applications, access, Wi‑Fi, and VPN.
• Support peripherals, printers, and other workplace tools.
• Support a primarily macOS environment, with additional coverage for ChromeOS and Windows.
• Support core applications including Jira, Okta, Google Workspace, Slack, and Zoom.
• Assist with login issues, MFA, password resets, application access, and general SaaS troubleshooting.
• Troubleshoot conference room and AV technology, including Zoom Rooms, displays, cameras, microphones, and hybrid meeting setups.
• Document ticket updates, troubleshooting steps, escalations, and resolutions clearly and consistently in Jira.
• Collaborate with Networking, Security, AV, Workplace, Infrastructure, and other teams on escalations and projects.
• Support IT initiatives such as software rollouts, office technology improvements, AV upgrades, and process enhancements.
• Spot recurring issues and recommend improvements to enhance the employee support experience.

Requirements

• Minimum 3 years of experience in technical support, desktop support, service desk, or IT operations.
• Experience managing IT support tickets via Jira or a similar ticketing system.
• Strong familiarity with macOS, ChromeOS, and Windows.
• Strong experience supporting Google Workspace, including Gmail, Drive, Docs, Sheets, Calendar, and Meet.
• Experience with Okta (or similar identity management), including MFA, password resets, access issues, and login troubleshooting.
• Experience supporting Slack and Zoom, including user access, notifications, meetings, Zoom Rooms, and AV-related issues.
• Familiarity with AI tools such as ChatGPT, Cursor, Claude, or similar productivity platforms.
• Strong troubleshooting skills across laptops, peripherals, SaaS apps, Wi‑Fi, VPN, and conference room technology.
• Ability to document technical issues clearly and consistently in tickets.
• Strong written and verbal communication skills.
• Strong customer service skills and ability to support users at all technical levels.
• Ability to work independently and collaborate with cross-functional teams.
• Plus: Familiarity with MDM tools such as Mosyle, Intune, Jamf, or Kandji.
• Plus: Basic networking and AV troubleshooting experience.
• Ability to move equipment as needed, up to 50 lbs.

Technologies

• Jira
• macOS, ChromeOS, Windows
• Google Workspace (Gmail, Drive, Docs, Sheets, Calendar, Meet)
• Okta, MFA
• Slack, Zoom, Zoom Rooms, AV technology
• ChatGPT, Cursor, Claude
• Mosyle, Intune, Jamf, Kandji, MDM
• VPN
• iOS, Android

About the Team

• The IT Service Desk teams provide complete, real-time support to DoorDash employees needing IT support or IT equipment.
• Teams partner closely with other business areas and IT to deliver high-level support to colleagues.

About the Role

• Hands-on, cross-functional IT support role focused on dedicated onsite coverage for the New York office.
• Manage day-to-day support requests through Jira, troubleshooting employee technology and resolving tickets.
• Support conference room and workplace technology and partner with internal teams on escalations and projects.
• Some tickets may be resolved independently, while others require collaboration with teams such as Networking, Security, AV, Workplace, and Infrastructure.
• Opportunity to contribute to larger IT initiatives including software rollouts, office technology improvements, AV support, and process enhancements.