IT Support Specialist (United States)

Our Information Technology team is committed to empowering Karat users to operate efficiently, securely, and with operational excellence. We partner with all internal teams to ensure each Karateer has the up-to-date tools, systems, and support available.

As an IT Support Specialist at Karat, you will be the dependable "first responder" to end-users, tackling the daily IT work that keeps the company moving. You will focus on the essentials: resolving tickets, prepping laptops, and maintaining accurate inventory, while demonstrating the curiosity to learn why issues happen. We are looking for someone who masters the basics quickly, takes pride in "closing the loop," and is eager to earn more responsibility by spotting ways to improve our daily operations.

To ensure consistent helpdesk coverage, this is an hourly role with a fixed schedule of 8:30 am to 5:00 pm PT, Monday through Friday.

• Deliver outstanding "white glove" helpdesk support across the company, acting as the primary face of IT to ensure users have what they need to be successful, productive, and happy.
• Manage the full lifecycle of IT assets, including procurement (purchasing), accurate inventory tracking, shipping logistics for remote hires, and coordinating repairs/returns.
• Respond to and resolve technical issues within SLAs using Jira and Confluence, prioritizing high-impact issues effectively.
• Diagnose and resolve hardware and software issues across a variety of systems, including Mac and Windows machines, mobile devices (MDM), and video conferencing equipment (Zoom Rooms).
• Own the IT side of employee onboarding and offboarding, working closely with the People team to ensure a seamless experience for new hires and secure offboarding for departures.
• Ensure the internal IT knowledge base is accurate by regularly maintaining and updating documentation on team procedures, enabling end-users to "self-serve" where possible.
• Execute small-scope projects once approved to help our operations scale efficiently, such as refining the onboarding checklist or auditing our software license usage.
• Complete monthly system audits (access reviews, configuration checks) to help maintain SOC 2 compliance status.
• Provide robust remote troubleshooting for our distributed team, while supporting the Seattle HQ with in-person assistance on an as-needed basis (e.g., AV maintenance, physical inventory).

• 2+ years of experience in an IT Support or IT Operations role, with demonstrated success operating in an unstructured environment that requires out-of-the-box thinking
• A track record of proactive problem-solving; you don’t just solve something at face-value, you investigate why the issue happened and suggest smarter workflows to prevent it in the future
• Strong organizational and communication skills; able to work cross-functionally and with external vendors to deliver high-quality results on time
• Technical proficiency with macOS and Windows environments, as well as common SaaS tools (Google Workspace, Slack, Zoom, Okta, Jira/Confluence)
• Comfortable wearing many hats; you can adapt quickly and keep things moving in a dynamic environment

This position is only available to candidates residing in the following U.S. states: CO, CT, Washington D.C., FL, GA, IL, KS, MA, MD, MO, NC, NV, OR, PA, RI, SC, TX, VA, and WA. While our team operates 100% remotely, we are currently limiting hiring to these specific locations. Applications from other states will not be considered at this time.