IT Support / Operations Engineer

We are looking for an NYC-based IT Support / Operations Engineer to join Baseten as we continue to scale our IT team. In this role, you will play a critical part in bringing our technical support entirely in-house to provide a seamless, high-touch experience for all Baseten employees.

As we continue to scale, you will be the primary point of contact for day-to-day technical issues, allowing you to have a direct impact on our team's productivity and overall office environment. This position is ideal for a hands-on problem solver who enjoys a mix of hardware and software troubleshooting, user lifecycle management, and maintaining the physical IT infrastructure of a modern office.

While you will focus heavily on elevating our internal support standards, you will also assist with systems administration and workflow automation as our company evolves. This is a hybrid role based out of our San Francisco office, following our standard policy of three days per week in-person to ensure our physical office and AV systems remain high-performing and reliable.

- Serve as the escalation point for day-to-day technical support, diagnosing and resolving hardware and software issues across our Mac and Windows fleet

- Manage user lifecycle administration including provisioning, deprovisioning, and access management across all systems and services

- Own the IT onboarding experience for new employees - from laptop setup and account configuration to a smooth first-day experience

- Maintain and continuously improve office IT infrastructure to ensure a reliable, high-performing environment for all employees

- Build and maintain a knowledge base of self-serve resources to reduce ticket volume and empower users

- Manage IT asset procurement, inventory tracking, and vendor relationships

- Support new office buildouts and contribute to broader workplace IT planning as we scale

- Identify opportunities to automate workflows and eliminate inefficiencies across IT operations

- Adapt to the evolving needs of a fast-growing company, taking on new challenges as they arise

- Systems administration, including managing admin-level access, configuring user permissions, and performing routine maintenance across cloud-based services.

- 4+ years of experience in IT support and administration, ideally in a high- growth or fast-paced environment

- Strong working knowledge of Google Workspace, MDM platforms (e.g. Kandji), IdM/SSO solutions (e.g. Okta), and video conferencing tools

- Proven experience administering macOS at scale, with solid working knowledge of Windows environments

- Hands-on experience with automation tools and a track record of streamlining IT processes and workflows

- Excellent communication skills with a genuine passion for delivering great support experiences

- Strong organizational skills with the ability to manage multiple priorities in a fast-paced, ambiguous environment