*Our strongest preference will be for candidates located in Portland, Oregon who can commit to working regular East Coast (EST) hours (~6am - 3pm PST/9am - 6pm EST)*

SheerID is seeking a proactive and technically curious individual to play a critical hybrid role within our IT team dividing your time between providing high-quality technical support for employees and foundational IT system administration. The ideal candidate enjoys solving both technical challenges and playing a key role in delivering a great employee experience. As a member of a three person team, in a mixed Mac/PC environment, they will be an active collaborator with teammates on a range of automation and integration projects, supporting employee onboarding and off-boarding, and maintaining critical enterprise infrastructure.

SheerID is a remote-work friendly organization. Our strongest preference will be for candidates located in Portland, Oregon who can commit to working regular East Coast (EST) hours (~6am - 3pm PST/9am - 6pm EST) in order to best support our global workforce while also being able to provide in-person local support. If not located in Portland, the candidate will still need to be able to consistently work East Coast work hours. In Portland and London, employees are expected to work from the office 2 days per week and otherwise may work remotely from home. Hires outside Portland and London are fully remote with periodic travel to connect with others.

Role Specific Job Duties:

You will divide your time between high-quality technical support and executing foundational IT administration/automation projects.

I. IT Support Desk & End-User Experience

• Onboard and off-board employees – ensuring rapid productivity and intact system security
• • Manage user identity, provisioning, and de-provisioning within our core platforms, including Google Workspace, JumpCloud, and Rippling. Partner with DevOps and Rev Ops to ensure ancillary systems are also successfully provisioned and de-provisioned.
  • Provide hands-on, person-to-person onboarding support on the first day along with useful education/orientation for new employees to the Company’s critical software and systems.
  • Ensure laptop configuration, mobile phones, printers, and office network access are set up for ease of use and quick success.
• Serve as a first point of contact for U.S. employees seeking technical assistance via our ticketing system, Slack, and email. Perform rapid remote troubleshooting, diagnostics and effective solutions for Mac and PC hardware, operating systems, and core applications. Consistently resolve tickets in a timely manner. Effectively walk customers through the best solution, providing clear, helpful information and professional follow-up.
• Directly contribute to the continual development and/or upgrading of “How To” information and technology/tools employee educational content on the Company Intranet, SheerSphere to support employee self-service and up-skilling with SheerID tools and technology.
• Provide white-glove, desk-side support for local Portland employees as needed.
• Maintain printer and meeting room AV set-ups as needed to ensure readiness.

II. Systems & Automation Projects

• Develop and maintain scripts (e.g., Python, Bash, PowerShell) to automate repetitive IT tasks and improve efficiency for endpoint management and user lifecycle events.
• Manage SSO integrations to ensure maximum efficiency and seamless user experience.
• Manage the enterprise software library and software updates through administration of the Managed Software Center. Manage regular OS updates to ensure security and optimal system performance.
• Build API integrations between our key platforms (e.g., JumpCloud, the new ticketing system, HRIS) to ensure seamless data flow and process automation.
• Manage and audit IT inventory, including hardware asset tracking and endpoint encryption key management via JumpCloud.
• Collaborate with senior IT staff on system improvements and documentation of new procedures.
• Be a continual learner and thinker, bringing ideas and recommendations for innovation that improve efficiency and end user satisfaction.

Required Skills / Experience:

• Proven experience (2+ years) in technical support, IT help desk, or comparable customer service role.
• Hands-on experience supporting and troubleshooting both Mac and PC operating systems in a professional environment.
• Familiarity with modern IT environments, including Google Workspace administration and remote control technologies.
• Foundational scripting ability (e.g., basic Python, Bash, or PowerShell knowledge) and a desire to grow automation skills.
• Excellent communication skills—the ability to translate complex technical issues into clear, understandable language. Diligent about clear documentation that supports ongoing efficiency.
• Customer-service oriented, cool-tempered, and highly patient when dealing with a variety of stakeholders and technical challenges. Committed to timely response and clear, complete follow-up.

Nice to Have Skills (Plus factor!)

None of the following skills are required for the role, but demonstrating knowledge or experience in these areas will significantly strengthen a candidate's application.

• Identity & Device Management: Direct experience with JumpCloud for identity, single sign-on (SSO), or device management (MDM).
• System Integration: Familiarity with API usage (e.g., RESTful APIs) for connecting and integrating systems and platforms.
• Global/Remote Environment: Experience working in an IT support capacity for a remote or globally distributed company.
• Networking Fundamentals: Basic knowledge of networking concepts such as TCP/IP, DNS, and VPNs.
• Dev Ops: familiarity with Docker and the administration of cloud platforms (AWS, GCP or Azure) and some experience in automating custom IT tools

Emerging Technology Interest: Demonstrated curiosity or initial experience with AI/GenAI applications for enhancing IT efficiency, such as using LLMs for improved troubleshooting, documentation, or basic code generation.

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Please be aware that any communication related to this job posting will only come from email addresses ending in @sheerid.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.

To ensure your safety, please note that we will never:

• Provide screening questions via email
• Extend a job offer without a formal interview process
• Request any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution.