IT Support Specialist , End User Experience

San Francisco, CA
Full Time
Information Technology
Mid Level

IT Support Specialist , End User Experience 

We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow. For more insight into our work environment and culture, and to hear from our employees,  check out our profile on the Muse!   

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. 

This role will be based in office in our San Francisco headquarters. 

Position Overview:  

Brilliant Earth is hiring a hands-on IT Support Specialist to join our IT team. As a passionate member of the IT team, this role will be responsible for building and delivery of end-user computing products and services. In addition, they will coordinate with team members across the sites to identify, rollout, and support PC’s, Mac devices, software products, and Audio/Visual equipment. 

This person has proven experience with managing both daily tasks of an IT Support Specialist as well as navigating through critical situations efficiently. This person has successfully delivered IT support initiatives and projects that lead to increased knowledge and efficiencies. 

The ideal person for this role thrives in fast-paced startup environments and has demonstrated an ability to be effective with finite resources.  We have a social and environmental mission at the core of our company and are looking for someone who is enthusiastic about helping us achieve our social goals, as well as our business goals.   

What you’ll do:   

  • Enthusiastically provide end user support as needed via face-to-face interaction, chat, email, telephone, and video conferencing as the primary point of contact for all IT technical support issues. 
  • Responsible for all aspects of Employee Onboarding & Offboarding – hardware, imaging, account activation, access provisioning, asset tracking. 
  • Triage, resolve and escalate any issues related to our corporate IT infrastructure for both internally hosted and cloud services. This includes services like E-mail (O365), Shared drive (On-premises NAS), MS-Office, printers, wired and wireless networks, audio, video conferencing, and VPN. 
  • Resolve IT-related incidents and service requests using a ticketing system 
  • Perform desktop support duties including Level-1 & Level-2 troubleshooting of desktop applications and network issues and engage with Infrastructure and network team as needed. 
  • Perform access provisioning for applications manually or using Single Sign-On (SSO) platform. 
  • Communicate effectively with members of  the IT org as well as with end user community regarding issues related to End user experience. 
  • Inventory and health of machines using Monitoring tools, Asset Management           
  • Ensure security of data, network access and backup systems. 
  • Consistently improve the end user IT experience by evaluating and recommending new software and services to drive efficiencies. 
  • Maintain an accurate inventory of assets – software, hardware and devices. 
  • Work in close partnership with IT Infrastructure and Security teams on the deployment of new technologies.

You’re a great candidate if you have:   

  • 3+ years hands-on technical support experience in a modern enterprise environment (ie. macOS, Windows, Okta, O365, SharePoint, Box) 
  • 3+ years of experience running/leading technical projects. 
  • Customer-service background, with great attention to detail and excellent verbal and written communication skills. 
  • Exceptional time management skills and accountability  
  • Ability to think critically and adapt quickly in a flexible environment.  
  • Attention to detail.  
  • Able to escalate issues according to IT SLA 

What We Offer 

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive salaries and a robust benefits package, including:   

  • Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!  
  • 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.  
  • Flexible Paid Time Off. We know it’s important to recharge and relax. 
  • Disability and Life insurance. 100% employer-paid.  
  • Pre-Tax Commuter Benefits.  
  • Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.   
  • Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.  
  • Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling.  
  • Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.   

More About Us 

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and a global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Time, The Knot, Forbes, and Refinery29, among many other media outlets. We are a group of dedicated team members with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow. 

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations. 

How to Apply & What to Expect:  

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. 

You’ll receive an email when we’ve received your application, and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team and a video interview with one of our leaders! 

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