[Hiring] IT Helpdesk Specialist @Hatch Contracts

Role Description

Hatch is a fully remote sleep and wellness company of about 170 employees. Our two-person IT team handles about 230 tickets a month. We’re looking for a temporary IT Helpdesk Specialist to cover day-to-day support while a team member is on parental leave.

You’ll work alongside our IT Specialist and report to our Director of QA/IT. You’ll own the Help Desk queue, onboarding and offboarding, and access management. The role starts with three weeks of hands-on training and ends with a two-week handback.

What you’ll do

• User support
  • Provide Help Desk support for password resets, 2FA, software access, and Mac, Windows, iOS, and Android troubleshooting, including Wi-Fi issues, OS performance, and battery health.
  • Handle licensing and IAM permission escalation requests across systems and tools.
  • Document issues in Freshservice and keep requesters and relevant team members informed.
  • Support internal employees and third-party vendors with access and account issues.
• White-glove executive support
• Onboarding and offboarding
  • Provision email and SaaS tool access, share onboarding documents, and coordinate with people managers.
  • Make sure access is approved, live on day one, and revoked on an employee’s last day.
• Access and administration
  • Audit SaaS tools and systems so employees, contractors, and vendors have the right permissions.
  • Maintain software license pools and track upcoming subscription renewals.
  • Maintain email distribution lists and configure routing, auto-forwards, and address maps.
• Documentation and assets
  • Create and maintain internal IT documentation and knowledge base articles for Tier 1 support.
  • Keep asset records up to date, and help with device shipping, receiving, and repair coordination when volume requires.
• IT budget
  • Track monthly IT credit card spend, file purchase records, and submit monthly reports.
• Collaboration
  • Act as an IT point of contact for cross-functional teams and support company-wide initiatives as needed.

Qualifications

• 2+ years of experience in IT support or a related technical role.
• Strong understanding of onboarding and offboarding processes and administrative access management.
• Proficiency in Google Workspace administration, Slack, password managers, and IAM best practices.
• Experience in troubleshooting Mac, Windows, iOS, and Android.
• Experience with an MDM (Mosyle or Jamf preferred) and an ITSM or ticketing tool (Freshservice preferred).
• Experience reviewing, auditing, and managing SaaS applications, licenses, and assets.
• Organized and thorough documentation habits.
• A friendly, patient, and collaborative approach to user support.
• Ability to work independently in a remote environment and good judgment about when to escalate.

Nice to have

• Experience at a remote-first company of 100–300 employees.
• CompTIA A+, Google Workspace Administrator, or Apple certifications.

Benefits

• We’re a certified Great Place to Work.
• We help people sleep better. Our products make a real, meaningful difference in our customers’ lives.
• Our team is collaborative, fun, and full of brilliant minds, and you’ll work with leadership that truly values every contribution.
• We’re backed by world-class investors (and growing fast).
• We’re a remote-friendly work environment. We practice what we preach to give our employees better balance and more flexibility.

Company Description

Hatch was founded in 2014 by entrepreneurs (and parents themselves) Ann Crady Weiss and Dave Weiss. Headquartered in Menlo Park, California, Hatch creates tech that helps you and your family get better sleep.

• Hatch Sleep Clock is a contactless sleep tracker that provides actionable insights, personalized recommendations, and bedtime routines based on your unique sleep habits and preferences.
• Restore 3 helps you regulate your nervous system and tune into your circadian rhythm with unwind routines, science-backed sleep audio, and ambient lights.
• Hatch Baby helps parents soothe their little ones and create healthy sleep habits with expert sleep support, gentle sounds, and calming lights.
• Hatch Go includes ten soothing sounds in one portable package.