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Frontline IT Support Specialist

About the Team

The IT Services and Support team is responsible for providing seamless, efficient, and reliable IT solutions across the organization. We handle frontline IT support, manage vendor relationships and equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience.

About the Role

As a Frontline IT Support Specialist, you will be the first point of contact for troubleshooting hardware, software, and network issues. 

We’re looking for people who are customer-focused, technically proficient, and proactive in enhancing IT processes. You should excel at clear communication with both technical and non-technical stakeholders, have robust expertise in IT systems (with a strong background in macOS, and ideally Windows), and thrive in collaborative, fast-paced environments.

In this role, you will:

  • 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.

  • 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.

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.

  • 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.

This role is based in 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 encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

OpenAI Affirmative Action and Equal Employment Opportunity Policy Statement

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

OpenAI Global Applicant Privacy Policy

At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.

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Average salary estimate

$75000 / YEARLY (est.)
min
max
$65000K
$85000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Frontline IT Support Specialist, OpenAI

At OpenAI, we're excited to invite you to consider the role of Frontline IT Support Specialist, a position pivotal to our dynamic IT Services and Support team based in San Francisco. As the first point of contact for our employees facing hardware, software, and network issues, you'll get to leverage your technical expertise and exceptional communication skills to ensure swift resolutions to a variety of IT challenges. This role is perfect for someone who's not only customer-focused but also tech-savvy, with a robust understanding of macOS and a working knowledge of Windows. In addition to troubleshooting, you'll have the chance to collaborate with cross-functional teams to refine our support systems, helping to create streamlined processes that enhance the employee experience. Your innovations during team meetings could lead to continuous improvements in our workflows. If you thrive in a fast-paced environment and enjoy solving problems creatively, this position could be your next big opportunity. We value precision, attention to detail, and a commitment to high-quality results. Plus, we believe in having fun while making a difference in the tech world! This full-time role requires you to be in the office five days a week, and we offer relocation assistance for those looking to join us in San Francisco. If you're ready to take on a challenge and be part of a team that believes in the power of artificial intelligence to create a better future, we want to hear from you!

Frequently Asked Questions (FAQs) for Frontline IT Support Specialist Role at OpenAI
What are the responsibilities of the Frontline IT Support Specialist at OpenAI?

As a Frontline IT Support Specialist at OpenAI, your primary responsibilities will revolve around troubleshooting hardware, software, and network issues for employees. You'll ensure that all IT requests are addressed promptly and efficiently, thus ensuring seamless operations. Additionally, you'll collaborate with various teams to identify improvements in support workflows and contribute innovative solutions to enhance the overall employee experience.

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What technical skills are required for the Frontline IT Support Specialist position at OpenAI?

To excel as a Frontline IT Support Specialist at OpenAI, you should have strong technical expertise in macOS, with a working knowledge of Windows being an added advantage. A solid understanding of IT management tools such as Azure AD, Jamf, Intune, and enterprise collaboration platforms like Google Workspace and Office 365 will be crucial. You'll also need to effectively communicate technical information to both technical and non-technical audiences.

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Is there room for growth for the Frontline IT Support Specialist at OpenAI?

Absolutely! At OpenAI, we believe in nurturing talent and providing opportunities for professional growth. As a Frontline IT Support Specialist, you’ll not only enhance your technical skills but also participate in cross-functional collaborations that could lead to further career opportunities within the organization. Your contributions in improving IT processes will be valued and recognized, paving the way for career advancement.

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What does the working environment look like for a Frontline IT Support Specialist at OpenAI?

The working environment at OpenAI for Frontline IT Support Specialists is dynamic and collaborative. You will join a team dedicated to providing top-notch IT solutions while working closely with various departments. This role fosters a culture of innovation and continuous improvement, encouraging you to share your ideas and contribute to evolving our IT processes for the better.

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What qualities are desirable in a candidate for the Frontline IT Support Specialist role at OpenAI?

OpenAI is looking for candidates who demonstrate strong technical acumen in IT, especially in macOS, alongside excellent communication skills. Being customer-focused, proactive in problem-solving, and having attention to detail are key qualities we value. If you’re motivated and enjoy working in a fast-paced team environment, you could be a great fit for the Frontline IT Support Specialist position.

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Common Interview Questions for Frontline IT Support Specialist
How do you troubleshoot a hardware issue for a user?

When troubleshooting a hardware issue, start by gathering detailed information from the user about the problem they're experiencing. Use a systematic approach by checking physical connections, running diagnostics if applicable, and isolating the hardware component. If necessary, escalate the issue to higher levels of support while ensuring the user stays informed throughout the process.

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What steps do you take when a software application fails to launch?

Begin by confirming that the user's system meets the software's requirements. Next, check for updates or patches that may need to be applied. Then, try rebooting the application and, if that fails, rebooting the system itself. Ensure to review the error message, if any, and document the incident for follow-up or escalation.

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Can you describe your experience with IT support ticketing systems?

Discuss specific ticketing systems you've worked with, emphasizing how you utilized them to track, manage, and resolve IT issues efficiently. Mention your approach to prioritizing tickets and your understanding of how these systems aid in reporting and analysis of support trends. Highlight any unique practices you've implemented to enhance ticket resolution times.

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How do you prioritize multiple IT requests from employees?

Prioritizing IT requests involves assessing the urgency and impact of each issue on business operations. Communicate with the requestor if necessary to evaluate the urgency of their issue, and then categorize requests as critical, high, medium, or low. This will help ensure that significant issues affecting productivity are addressed promptly.

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What methods do you use to explain technical concepts to non-technical users?

When explaining technical concepts to non-technical users, I focus on using clear, jargon-free language. Utilizing analogies can often help relate technical concepts to everyday experiences. Being patient and allowing users to ask questions ensures they understand the information without feeling overwhelmed.

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How would you handle a frustrated employee seeking IT support?

Empathy is key when handling frustrated employees. Start by actively listening to their concerns and acknowledging their frustration. Reassure them that you are there to help, and work to assess and solve their issue as quickly as possible while keeping them informed throughout the process. Following up after the resolution can also help maintain a positive relationship.

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What is your experience with remote support tools?

Discuss your familiarity with remote support tools such as TeamViewer, Remote Desktop, or similar applications. Share examples of how you've used these tools to perform troubleshooting, provide training, or assist users with technical issues from remote locations successfully.

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How do you stay updated with the latest IT trends and technologies?

I stay updated with the latest IT trends and technologies by following industry blogs, participating in online forums, and taking relevant courses. Engaging in webinars and networking with other professionals in IT also provides insights into emerging technologies and best practices that can enhance my knowledge and skills.

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Describe a time when you went above and beyond for a user.

Provide a specific example of how you took the initiative to resolve an issue that required extra effort, such as researching a solution outside of standard procedures or personally following up with the user to ensure their satisfaction. Highlight the user’s positive reaction, illustrating the importance of exceptional customer service in IT support.

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How do you contribute to improving IT processes?

Explain how you proactively identify areas for improvement in existing IT processes, such as suggesting more efficient workflows or tools that can enhance the overall support experience. Mention any specific contributions you’ve made in the past, such as streamlining onboarding procedures or implementing new support systems.

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OpenAI is a US based, private research laboratory that aims to develop and direct AI. It is one of the leading Artifical Intellgence organizations and has developed several large AI language models including ChatGPT.

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CULTURE VALUES
Inclusive & Diverse
Feedback Forward
Collaboration over Competition
Growth & Learning
FUNDING
SENIORITY LEVEL REQUIREMENT
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TEAM SIZE
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EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
February 21, 2025

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