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Senior Helpdesk

Kodiak AI· Information Technology
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Mountain View, CA$130k - $145kFull-timePosted 8mo ago

About the role

Senior IT Helpdesk role responsible for building and scaling Kodiak AI's IT support function, focusing on shift-left automation, end-user support, IAM, and incident management, with potential to hire and lead a small team.

Responsibilities

  • Establish and manage scalable IT Service Management (ITSM) workflows, SLAs, ticket prioritization, and escalation paths
  • Configure and manage ticketing (Jira) and asset management (Snipe-IT) tools
  • Define and execute roadmap for the IT support team; hire and mentor future analysts
  • Manage Identity and Access Management (IAM) for internal tools; automate low-effort tickets (password resets, simple access requests)
  • Act as primary point of contact for hardware/software/network issues across Mac/Windows/Linux
  • Provide end-user guidance to Ubuntu Linux
  • Manage 35+ Zoom conference rooms across multiple locations
  • Collaborate with Events Team on audio/visual equipment for podcasts, all-hands, and other events
  • Troubleshoot and support audio-visual systems for events and spaces
  • Onboard new hires with fully configured hardware and access on day one
  • Offboard departing employees with secure asset retrieval and access revocation
  • Collaborate with People Ops, Legal, and IT Infrastructure on employee lifecycle workflows
  • Build and maintain an internal knowledge base (FAQs, wikis) for Tier 0 support
  • Identify repetitive requests and implement self-service tools with Engineering/DevOps (e.g., Slackbots, automated provisioning)

Qualifications

  • 5+ years in IT support, with 2-3+ years in a Lead/Senior/Supervisory role
  • Deep expertise administering SaaS environments (Google Workspace, Linux, Slack, Zoom, Okta)
  • Strong knowledge of MDM solutions (Jamf, Kandji, Intune) for automated device provisioning
  • Familiarity with CrowdStrike (strong plus)
  • Familiarity with Jira/Atlassian suites (strong plus)
  • Familiarity with studio setups and AV equipment (strong plus)
  • Leadership potential with ability to mentor staff and manage vendor relationships
  • Empathy and strong customer-focused mindset
  • Excellent communication; ability to translate technical concepts for non-technical stakeholders

Skills

Required:IT Service Management (ITSM)Ticketing & Asset Management ToolsIdentity and Access Management (IAM)SaaS AdministrationMDM Solutions
Nice to have:AV/Studio Setup & Operations

Benefits

  • Competitive compensation package including equity and annual bonuses
  • Medical, Dental, Vision plans (Kaiser Permanente, Cigna, MetLife) including infertility benefits
  • MetLife Legal Services, Identity & Fraud Protection, Hospital Indemnity Insurance, Accident Insurance, Critical Illness Insurance
  • Flexible PTO, 10 paid holidays, parental leave policies
  • Dog-friendly office with free catered lunch, fully stocked kitchen, free EV charging
  • Long/Short Term Disability, Life Insurance
  • Wellbeing benefits (Headspace, Calm, One Medical, Gympass, Spring Health, mental health navigation)
  • Fidelity 401(k)
  • Commuter, FSA, Dependent Care FSA, HSA
  • Incentive programs (referral bonuses, patent bonuses)
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Kodiak AI

Safely driving an autonomous future.

Our purpose-built autonomous solution, the Kodiak Driver, is the AV industry’s most advanced driverless technology, seamlessly integrating into any driving platform for reliable movement in any environment. Learn how we’re shaping the future of ground transportation.

autonomousdriverlessground transportationAI
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