IT Helpdesk

<h2>About the opportunity</h2> <p>Contentful is seeking a Senior IT Support Analyst to join our Information Services team in San Francisco. This is not a traditional IT support role. If you measure success by how many tickets you close, this isn't the right fit. We're hiring someone who sees incidents as design failures, requests as system gaps, and repetitive work as a challenge to automate away.</p> <p>This is a hands-on builder role for someone who hates doing the same thing twice. You'll be embedded in our San Francisco office supporting executive and business operations, but your mandate is not to respond faster, it's to make the response unnecessary. You'll analyze patterns in incidents and requests, design systems that prevent them, and build lightweight solutions that shift your work from reactive firefighting to proactive infrastructure. </p> <p>If you're looking for a role where you can grow from reliable execution into systems thinking, automation, and platform work, this is where that path starts. The ideal candidate brings deep technical fluency across IT systems (endpoints, identity, SaaS integrations, automation), a product mindset about internal tooling, and the judgment to balance "fix it now" with "fix it permanently." </p> <h2>What to expect?</h2> <ul> <li>On-site support. Be the primary IT presence in the SF office. Handle day to day support requests, device issues, AV and conferencing setup, and on site logistics for executive meetings and business operations.</li> <li>Analyze recurring incidents, requests, and escalations to identify root causes and systemic gaps. Treat every ticket as a potential platform improvement, not just a task to close.</li> <li>Build and maintain documentation, runbooks, and self-service resources that empower business users to solve common problems independently.</li> <li>Contribute to enterprise IT projects (identity management, endpoint automation, SaaS governance) by bringing operational context and testing solutions in a high-visibility environment.</li> <li>Documentation: Write clear, useful runbooks and how-to guides that help employees solve common problems without contacting IT.</li> <li>Feedback Loop: Collect user feedback and collaborate with IT, AI developers, and leadership to enhance services and improve user experience.</li> <li>Governance Best Practices: Support the implementation of responsible usage policies, data security standards, and compliance frameworks.</li> <li>Pattern awareness: Start noticing what keeps coming back. Flag recurring issues to the team. Over time, contribute ideas for how to prevent them.</li> </ul> <h2>What you need to be successful?</h2> <ul> <li>Experience: 3–5+ years in IT Support, IT Systems Administration, or a similar technical operations role.</li> <li>Technical Skills:</li> <ul> <li>Familiarity with AI platforms like Glean, OpenAI, Microsoft Azure AI, Google Gemini AI, etc.</li> <li>Experience configuring SaaS applications and managing enterprise productivity tools (e.g., MS Office 365, Google Workspace).</li> <li>Able to set up and troubleshoot AV and conferencing equipment confidently</li> <li>Familiarity with ticketing and ITSM tools</li> </ul> <li>Mindset:</li> <ul> <li>Professional and composed in a high visibility environment. You're comfortable around executives and don't get rattled</li> <li>Follow through. If you said you'll handle it, it gets handled</li> <li>Clear communicator, you set expectations, give updates, and close the loop</li> <li>Self aware enough to escalate when you're out of depth, and resourceful enough to get there less often over time</li> </ul> <li>Preferred Tools Knowledge:</li> <ul> <li>Mobile Device Management systems (e.g., Intune, Jamf).</li> <li>Basic scripting (e.g., Python, PowerShell, Bash).</li> <li>Familiarity with AI governance or compliance basics.</li> </ul> <li>Growth Mindset</li> <ul> <li>Curious about why problems happen, not just how to fix them</li> <li>Interested in automation, AI ... (truncated, view full listing at source)