Senior IT Support Specialist
What you need
- 3+ yrs of relevant IT support experience
- 3+ yrs supporting macOS, Windows, and ChromeOS
- 3+ yrs of hands-on experience with Google Workspace
- Hands-on administration experience with Okta, Jira, and Slack
- Working knowledge of AV systems, including Zoom
What you'll do
- Resolve 70+ support tickets a week through ticketing and in-person support
- Support and administer Okta, Jira, Google Workspace, Slack, Jamf, and 1Password
- Assist with onboarding new hires including hardware deployment and SaaS access
- Keep office AV equipment including Zoom conference rooms working properly
- Participate in rotating on-call schedule for weekend P0 support
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Overview
Instacart is looking for a Senior IT Support Specialist to join its IT Support team in Toronto or New York City. This person is the go-to technical partner for Instacart employees, resolving issues through the ticketing system and in person, and helping every teammate get back to work quickly and feel supported. This is a hybrid role with a set schedule for days in the office, working alongside a collaborative team of technicians, Corporate Engineering, and HR. It's a great opportunity to work with modern tooling, grow your skills, and have a real impact on the employee experience at Instacart.
About the Job
- Resolve 70+ support tickets a week for Instacart employees through our ticketing system and in-person support, while keeping CSAT high.
- Reach full independence within 90 days: self-resolve with minimal escalations, escalate efficiently when needed, and handle on-call responsibilities.
- Support and administer core systems including Okta, Jira, Google Workspace, Slack, Jamf, Conductor One, and 1Password, and troubleshoot macOS, Windows, and ChromeOS.
- Be a point of contact for your office, partnering with IT Support peers, Corporate Engineering, and HR.
- Assist with onboarding new hires, including hardware deployment, equipment setup, and SaaS app access through our SSO tool.
- Keep office AV equipment, including Zoom-enabled conference rooms, working properly.
- Own or contribute to IT projects that help us maintain and scale our environment, and keep our knowledge base and documentation up to date.
- Participate in a rotating on-call schedule for weekend P0 support.
- Work a Monday to Friday 9am to 6pm local-time schedule, in the office 2 to 3 days a week as business needs require (currently 2).
About You
Minimum Qualifications
- 3+ years of relevant IT support experience.
- 3+ years supporting macOS, Windows, and ChromeOS.
- 3+ years of hands-on experience with Google Workspace.
- Hands-on administration experience with Okta, Jira, and Slack.
- Working knowledge of AV systems, including Zoom.
- Comfortable with a rotating weekend on-call schedule for P0 support.
- Ability to occasionally lift 40 lbs.
- Able to work in our Toronto office 2-3 days a week.
Preferred Qualifications
- Hands-on experience with Jamf, Conductor One, and 1Password.
- Experience at a tech company or startup of 1,000+ employees.
- At least a year in a customer-facing role, such as Apple retail.
- A track record of strong CSAT scores and high ticket volume.
- You are inclined to Google things you don't know before asking someone.
- You have a friendly personality and love to teach others.
#LI-Hybrid
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For Canadian based candidates, the base pay ranges for a successful candidate are listed below.
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About Instacart
Instacart is a grocery delivery startup that delivers in as short as an hour. It focuses on delivering groceries and home essentials, Instacart already has over 500,000 items from local stores in its catalogue. Customers can choose from a variety of local stores including Safeway, Whole Foods, Super Fresh, Harris Teeter, Shaw's, Mariano's, Jewel-Osco, Stanley's, and Costco. Customers can mix items from multiple stores into one order.
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