IT Support / Operations Engineer (NY)

About Baseten

Baseten powers mission-critical inference for the world's most dynamic AI companies, like Cursor, Notion, OpenEvidence, Abridge, Clay, Gamma, and Writer. By uniting applied AI research, flexible infrastructure, and seamless developer tooling, we enable companies operating at the frontier of AI to bring cutting-edge models into production. We're growing quickly and recently raised our $1.5B Series F led by Altimeter Capital, Conviction Partners, and Spark Capital.

The Role

We’re looking for an IT Operations Engineer to be the face of IT at Baseten: the person who makes technology just work for our team, in the office and remotely. You’ll own day-to-day support, office IT, and new-hire onboarding, and you’ll work alongside our IT Engineers, who design the controls and automation you’ll run and improve.

Responsibilities

• Be the go-to point of contact for hardware, software, and access issues across a macOS-first fleet, with some Windows.
• Give every new hire a great first day, from a ready-to-go laptop to working accounts, whether they’re in the office or remote.
• Run onboarding, role changes, and offboarding through our automated workflows, and catch the exceptions they don’t cover.
• Keep the office running smoothly: conference rooms and AV, network and Wi-Fi, printers, and walk-up support on office days.
• Support new office buildouts and plan workplace IT as we grow.
• Manage IT assets and vendor relationships, including stock and shipping for remote teammates.
• Build a self-serve knowledge base and workflows that reduce ticket volume and help people help themselves.
• Find recurring friction and automate it within our AI ITSM (Serval) and existing tools, collaborating with IT Engineering on new integrations as needed.
• Handle day-to-day administration of our core SaaS tools within delegated, scoped roles.

Requirements

• 5+ years in IT support or IT operations, ideally at a fast-growing company.
• Hands-on experience supporting a macOS fleet end to end: troubleshooting login, FileVault, permission, and profile issues; enrolling devices and deploying apps and OS updates through an MDM (e.g., Kandji), including remote lock and wipe; and managing hardware through Apple Business Manager, AppleCare repairs, and reimaging for redeployment.
• Hands-on experience administrating Google Workspace, Slack, and Zoom.
• Experience with conference room, AV, and office network setup and troubleshooting.
• Flexibility to support events in the evening may be occasionally required.
• Experience with automation or scripting to streamline repetitive work.
• Excellent communication and a real care for the support experience.
• Strong organization across competing priorities in a fast-paced environment.
• Ability to be in the office and lift standard IT equipment.