IT Services Technician

Details

About xAI

xAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. The team is small, highly motivated, and focused on engineering excellence. The organization values curiosity, hands-on contribution, initiative, strong prioritization, and clear communication.

About the role

We are seeking a motivated and detail-oriented IT Services Technician (Level 1) to join the IT team. This role provides first-line technical support to the Tutors Space, resolves basic IT issues, performs onboardings, and escalates complex problems to specialist teams. The role supports an off-hours schedule (shift 2:00 PM–11:00 PM) and is on-site at the Palo Alto headquarters.

Responsibilities

• Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues.
• Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.
• Assist users with software installations, account setups, and password resets.
• Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation.
• Escalate unresolved issues to Level 2 or specialized teams with detailed documentation.
• Maintain and update IT knowledge base articles and self-service wikis for common issues.
• Perform routine maintenance tasks, such as software updates and system backups.
• Assist with onboarding new employees, including setting up workstations and accounts.
• Adhere to company IT policies, procedures, and security protocols.
• Provide new hire onboarding and off-boarding service support.

Requirements

• High school diploma or equivalent; Associate’s degree in IT, Computer Science, or related field preferred.
• 0–2 years of experience in IT or a related field (entry-level candidates encouraged to apply).
• Basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
• Familiarity with troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).
• Strong communication and customer service skills to assist non-technical users effectively.
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
• CompTIA A+, Network+, or similar certifications are a plus but not required.
• Ability to work after hours and graveyard shifts.

Preferred skills and experience

• Experience with ticketing systems (examples listed: ServiceNow, Jira, Zendesk) or IT service management tools.
• Basic knowledge of Active Directory and user account management.
• Willingness to learn and adapt to new technologies and processes.

Compensation and benefits

$90,000 - $110,000 + Equity (USD).

Base salary is part of total rewards, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various discounts and perks.

ITAR requirements

To conform to U.S. Government export regulations, applicants must be (i) a U.S. citizen or national, (ii) a U.S. lawful permanent resident (green card holder), (iii) a Refugee under 8 U.S.C. § 1157, or (iv) an Asylee under 8 U.S.C. § 1158, or be eligible to obtain required authorizations from the U.S. Department of State.