Senior IT Support Specialist

Details

About the Team

The IT Services and Support team provides seamless, reliable IT solutions across OpenAI. We run a fast-moving helpdesk environment that supports employees, manages vendor relationships and equipment inventory, and continually improves our processes and documentation to enhance the employee experience.

About the Role

As a Senior IT Support Specialist, you will handle advanced troubleshooting and own more complex IT initiatives. In addition to supporting employees day-to-day, you will lead process improvements, manage vendors, and drive technical projects that enhance OpenAI’s IT environment. This role is based in the San Francisco office and requires five days per week on site. Relocation assistance is available.

Responsibilities

• Improve support systems and processes: collaborate with cross-functional teams to identify opportunities for improvement, support the creation and maintenance of repeatable workflows (such as onboarding and device imaging), and contribute innovative ideas during IT team meetings.
• Collaborate across OpenAI: work closely with Security, Facilities, People Ops, and other teams to ensure seamless employee experiences; clearly articulate issues, potential solutions, and timelines to technical and non-technical stakeholders.
• Act as frontline IT support: serve as the primary point of contact for troubleshooting hardware, software, and network issues; ensure prompt and reliable resolution of employee requests.
• Manage vendors and equipment: coordinate with logistics and vendors for procurement, repairs, and maintenance; manage hardware and software inventories to maintain secure, up-to-date, and standardized systems.
• Participate in on-call rotation: join a scheduled helpdesk on-call rotation for priority incidents.
• Lead and contribute to technical projects, process improvements, and documentation efforts to enhance the employee IT experience.

Requirements

• Strong technical expertise in macOS and experience troubleshooting Mac hardware and macOS environments.
• Working knowledge of Windows is a plus.
• Experience with identity and device management solutions (examples called out: Azure AD, Jamf, Intune).
• Familiarity with enterprise collaboration tools such as Google Workspace, Office 365, Slack, and Atlassian products.
• Experience with Jira and using it for IT service management (ITSM) to track incidents and streamline support workflows.
• Experience managing AV and technical aspects of high-production all-hands events is desirable.
• Excellent written and verbal communication skills; ability to explain technical issues clearly to diverse audiences.
• Strong troubleshooting and problem-solving skills for hardware, software, and network issues.
• Experience in vendor management, inventory/asset management, procurement coordination, and device imaging/onboarding workflows.
• Ability to participate in on-call rotation and handle priority incidents.
• Bonus: experience mentoring junior team members, automating workflows via scripting or low-code tools, and managing IT projects.

Benefits

• Compensation noted: $67.31 per hour and offers equity.
• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts (Health FSA, Dependent Care FSA, commuter accounts).
• 401(k) with employer match.
• Paid parental leave and paid medical/caregiver leave.
• Flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays and multiple company office closures.
• Mental health and wellness support; employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits (charitable donation matching, wellness stipends).

Other information

• This role is on-site five days per week at the San Francisco office.
• Relocation assistance is available for eligible candidates.
• OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities.
• Background checks will be administered in accordance with applicable law.