IT Support Specialist

Job Description

Description

Cerebras Systems builds the world’s largest AI chip, 56 times larger than GPUs. Our novel wafer-scale architecture provides the AI compute power of dozens of GPUs on a single chip, with the programming simplicity of a single device. This approach allows Cerebras to deliver industry-leading training and inference speeds and empowers machine learning users to effortlessly run large-scale ML applications, without the hassle of managing hundreds of GPUs or TPUs.

Cerebras’ current customers include global corporations across multiple industries, national labs, and top-tier healthcare systems. In January, we announced a multi-year, multi-million-dollar partnership with Mayo Clinic, underscoring our commitment to transforming AI applications across various fields. In August, we launched Cerebras Inference, the fastest Generative AI inference solution in the world, over 10 times faster than GPU-based hyperscale cloud inference services.

We are looking for a customer-oriented IT Support Specialist to join our growing IT team. In this role, you will be responsible for providing comprehensive technical support to our staff, resolving hardware and software issues promptly, and ensuring the smooth operation of our technology infrastructure. The ideal candidate will have a strong background in both Mac and PC environments (some Linux), excellent troubleshooting skills, and a passion for delivering exceptional IT service.

Key Responsibilities

Technical Support

• Provide first-level technical support for end users via phone, email, Atlassian Service Desk/Jira, Slack, and in-person.
• Troubleshoot and resolve issues related to Mac and PC laptops, desktops, peripherals, and mobile devices.
• Diagnose and solve software problems across various applications including Microsoft Office 365 suite.
• Support remote workers by configuring and troubleshooting VPN connections.
• Maintain and troubleshoot network connectivity issues including Cisco Meraki network devices.
• Respond to and manage support requests through Slack channels and direct messages.
• Review service dashboards as first level triage and handle appropriate escalation of issues.

Employee Onboarding and Offboarding

• Lead and manage the comprehensive IT onboarding process for all new employees.
• Collaborate with HR and Recruiting teams to develop and maintain a first-class onboarding experience.
• Prepare and configure hardware (laptops, phones, peripherals) for new employees.
• Create and set up necessary accounts across all systems and platforms.
• Conduct IT orientation sessions for new employees.
• Document and optimize the IT onboarding workflow to ensure consistency and efficiency.
• Process offboarding for departing employees, ensuring proper data security protocols are followed.
• Maintain detailed inventory of IT assets assigned to employees.

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