Senior IT Support Specialist

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 our San Francisco office and requires five days per week on site. Relocation assistance is available.

In this role, you will:

• 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 cross-functional teams (Security, Facilities, People Ops, etc.) to ensure seamless employee experiences. Clearly articulate issues, potential solutions, and timelines to both technical and non-technical stakeholders.

• Act as Frontline IT Support: Serve as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt and reliable resolution of employee requests.

• Manage Vendors and Equipment: Coordinate with logistics team and vendors for procurement, repairs, and maintenance while managing 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.

You might thrive in this role if you:

• Have strong technical expertise in macOS (with a working knowledge of Windows as a plus), identity and device management (e.g., Azure AD, Jamf, Intune), and enterprise collaboration tools like Google Workspace, Office 365, Slack, and Atlassian products.

• Demonstrate excellent written and verbal communication skills, ensuring clarity and professionalism in both internal and external interactions.

• Excel at troubleshooting and problem-solving within Mac and macOS environments, ensuring smooth operations for users.

• Have experience orchestrating high-production all-hands events, managing the AV and technical aspects to ensure successful outcomes.

• Are experienced with Jira, leveraging it for IT service management (ITSM) to streamline processes, track incidents, and ensure efficient support ticket handling and resolution.

• Are highly driven and motivated, with a proactive approach to problem solving and continuous improvement.

• Exhibit precision and attention to detail in your work, consistently delivering high-quality results.

• Possess a customer-first mindset and the ability to clearly articulate technical details to diverse audiences.

• Are proactive in process improvement and vendor management, with added value in mentoring junior team members, automating workflows via scripting or low-code tools, and managing IT projects as a bonus.

This role is based out of our San Francisco office, requires 5 days in office per week, and we offer relocation assistance to new employees.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must e