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IT Support Specialist II (Onsite in Dallas)



IT, Customer Service
Dallas, TX, USA
Posted on Friday, August 4, 2023
Harness is a high-growth startup that is disrupting the software delivery market. Our mission is to enable the 30 million software developers in the world to deliver code to their users reliably, efficiently, securely and quickly, increasing customers’ pace of innovation while improving the developer experience. We offer solutions for every step of the software delivery lifecycle to build, test, secure, deploy and manage reliability, feature flags and cloud costs. The Harness Software Delivery Platform includes modules for CI, CD, Cloud Cost Management, Feature Flags, Service Reliability Management, Security Testing Orchestration, Chaos Engineering, Software Engineering Insights and continues to expand at an incredibly fast pace.
Harness is led by technologist and entrepreneur Jyoti Bansal, who founded AppDynamics and sold it to Cisco for $3.7B. We’re backed with $425M in venture financing from top-tier VC and strategic firms, including J.P. Morgan, Capital One Ventures, Citi Ventures, ServiceNow, Splunk Ventures, Norwest Venture Partners, Adage Capital Partners, Balyasny Asset Management, Gaingels, Harmonic Growth Partners, Menlo Ventures, IVP, Unusual Ventures, GV (formerly Google Ventures), Alkeon Capital, Battery Ventures, Sorenson Capital, Thomvest Ventures and Silicon Valley Bank.
Position Summary
The IT Support Specialist III role is based at our headquarters in Dallas, TX, and requires the ideal candidate to reside within a 25-mile radius of the office. Occasional travel to other locations may be required. As an IT Support Specialist II, you will provide technical support to internal users, manage user accounts and access, resolve IT tickets, contribute to key IT projects, and ensure compliance with company policies and procedures. Strong technical skills, excellent customer service abilities, and the ability to work independently in a fast-paced environment are essential for success in this role.

Key Responsibilities

  • Provide technical support and troubleshooting for hardware, software, and network issues for internal users in multiple locations.
  • Manage user accounts and access, including onboarding, off boarding, and access management, ensuring compliance with company policies and procedures.
  • Assist with onboarding and offboarding processes, including new hire orientation and equipment procurement.
  • Participate in on-call rotation for after-hours support, as required.
  • Resolve IT tickets, documenting incidents, service requests, and troubleshooting steps in a timely manner; providing excellent customer service and escalating issues to senior team members or other departments as needed.
  • Provide hardware and software support for desktops, laptops, conference room equipment, and other systems in the corporate IT environment.
  • Create and maintain user-facing documentation, training materials, and knowledge base articles to reduce support tickets and improve user self-service capabilities.
  • Collaborate with the IT team on bi-weekly sprints, completing assigned tasks in project management tools in a timely manner.
  • Provide clear and concise communication for effective issue resolution.
  • Participate in key IT projects and initiatives, providing technical expertise and contributing to project planning, implementation, and testing.
  • Follow established procedures and protocols, and maintain documentation related to asset tracking, systems environments, and processes.
  • Collaborate with other departments as needed to provide support and guidance on upcoming initiatives.
  • Maintain a security-first mentality and comply with company IT security policies and procedures.
  • Stay updated with the latest IT trends and technologies, and proactively contribute to process improvements and optimization.
  • Perform other IT-related duties as assigned by the IT Management or other team members.

About you

  • 3+ years of experience in IT support or related roles.
  • Strong technical skills in hardware, software, and network troubleshooting.
  • Experience with user account management, access control, and onboarding/off boarding processes.
  • Proficient in using IT ticketing systems and project management tools.
  • Excellent customer service skills with the ability to communicate technical concepts to non-technical users.
  • Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
  • Strong documentation and organizational skills.
  • Ability to work flexible hours, including after-hours and weekends for on-call support, as required.
  • Knowledge of IT security best practices and compliance requirements is a plus but not required.
  • Prior experience with Okta, Jamf, Meraki, Google Workspace, Slack, Asset Panda, Manage Engine Endpoint Central, Carbon Black, Mimecast, FreshService, and LastPass is preferred but not required.

What you will have at Harness

  • Competitive compensation
  • Comprehensive healthcare benefits
  • Flexible Spending Account (FSA)
  • Employee Assistance Program (EAP)
  • Paid Time Off and Parental Leave
  • Monthly, quarterly, and annual social and team-building events
  • TGIF-Off program
  • Recharge & Reset Program
  • Monthly internet reimbursement
  • Commuter benefits

Harness in the news

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.