IT Systems & Support Engineer

Job description

**About Fuel Cycle**: Fuel Cycle empowers leading organizations with agile research solutions that deliver decision-ready insights — fast, flexible, and fully integrated. As a market research disruptor, our AI-powered Insights Platform is built for speed, precision, and scale. With cutting-edge tools and seamless audience connectivity, we help brands ditch the guesswork and make smarter, customer-led decisions at lightning speed. **Why work at Fuel Cycle?** Join a high-growth team where curiosity is valued, ownership is encouraged, and your work drives real-world impact. Whether you’re based at our Los Angeles HQ, New York City hub, working remotely across the U.S., or part of our global team in India, you’ll help shape the future of decision intelligence for some of the world’s most iconic brands. **Overview:** The IT Systems & Support Engineer is an entry-level to early-career technical role supporting Fuel Cycle’s IT infrastructure, systems, and platforms. Working under the direction of the IT Operations Lead and Director of IT, this role handles day-to-day support, system maintenance, and basic configuration tasks across core IT domains: endpoint management, user access, cloud platforms, cybersecurity hygiene, and AI tools. This role is ideal for someone with foundational IT experience who is eager to grow across multiple technology disciplines in a fast-paced environment. This engineer follows established procedures, escalates complex issues appropriately, and contributes to documentation and automation improvements over time. **Location:** Los Angeles, CA **Work Arrangement:** This is an **onsite** role requiring **five** days per week in the office. **Key Responsibilities:** **IT Support & Endpoint Management** - Provide first-line technical support for hardware, software, and connectivity issues across Windows and macOS devices. - Manage device enrollment, configuration, and basic policy assignments using Microsoft Intune, JAMF Pro, and NinjaOne. - Assist with onboarding and offboarding: provision devices, apply standard configurations, and prepare equipment for new recruits. - Perform routine patch management and OS updates across managed endpoints; escalate failures to senior staff. - Maintain hardware inventory and asset tracking records. **User Account & Access Management** - Create, modify, and deactivate user accounts in OKTA, Microsoft Entra ID, M365, and Google Workspace. - Assign licenses, group memberships, and application access following least-privilege guidelines. - Assist with MFA enrollment (OKTA Verify, Microsoft Authenticator) and support users with authentication issues. - Process access requests and document changes in the ticketing system per IT access control procedures. **Cybersecurity Support** - Monitor security dashboards (CrowdStrike Falcon, Microsoft Defender for Endpoint) and escalate alerts per IR procedures. - Assist with vulnerability remediation by applying patches and configurations as directed by senior engineers. - Support phishing report triage and basic incident response tasks under supervision. - Help enforce security policies on endpoints including encryption, screen lock, and approved software standards. **Cloud & Systems Support** - Perform basic administrative tasks in Azure and AWS under senior engineer guidance (e.g., user access, resource tagging, storage management). - Monitor system alerts from Azure Security Center, Defender for Cloud, and Guard-Duty; escalate anomalies to senior staff. - Assist with provisioning and decommissioning Cloud PCs (Windows 365) and virtual machines. - Support M365 administration: Exchange Online mailboxes, Teams settings, SharePoint permissions, and license assignments. **Scripting & Automation** - Run and maintain existing PowerShell and Bash scripts for routine IT tasks (user reports, software deployments, compliance checks). - Document runbook steps and update knowledge base articles to improve team efficiency. - Learn and apply basic scripting modifications under guidance; contribute to automation improvements over time. **AI Tool Support** - Provide first-line support for AI tool issues across Claude for Work, MCP integrations, and approved AI platforms. - Assist with onboarding users with AI tools: access provisioning, basic training, and usage guidance. - Log and track AI tool incidents and usage questions; escalate technical issues to the senior AI systems engineer. - Help maintain the AI tool registry by updating records for deployed agents, plugins, and integrations. - Conduct quarterly lifecycle reviews of all deployed Claude agents, skills, and plugins — retiring outdated tools, updating system prompts, and re-vetting integrations after major platform changes to maintain accuracy, security, and operational alignment. **Your Success Metrics:** - System Uptime = ≥ 95% - Recovery Time / Point Objective (RTO / RPO) = ≤ 24 hours - Vulnerability Patching Rate = ≥ 95% - Documentation Completeness = ≥ 90% - AI Incident Resolution Time = ≤ 48 hours - Onboarding / Offboarding Accuracy = 100% - no access control violations **Who you’ll work with?** - IT Operations Lead and senior IT engineers for escalations, guidance, and project support - All departments – primary point of contact for day-to-day IT support requests - External vendors and SaaS providers for basic support ticket coordination - This is a hands-on role that requires physical presence in our Los Angeles office **Core Skills, Competencies & Attributes:** - Service mindset – treat every support request as an opportunity to deliver a great experience. - Curiosity and a desire to grow – thirst for knowledge to learn other IT domains - Composure under pressure – you stay calm and methodical when multiple issues arise at once. - A collaborative attitude – you ask good questions, communicate proactively, and work well on a small team. **What you’ll bring:** - 1–2 years of experience in IT support, service desk, help desk, or junior systems administration. - Familiarity with Windows and macOS operating environments and common productivity tools (M365, Google Workspace). - Basic understanding of user account management in Active Directory, Entra ID, or OKTA. - Exposure to endpoint management tools such as Intune, JAMF, or similar MDM platforms. - Foundational knowledge of networking concepts: DNS, DHCP, VLANs, Wi-Fi, and VPN. - Basic scripting familiarity with PowerShell or Bash (able to run and modify existing scripts). - Comfortable following documented procedures and escalation paths. - Strong communication skills – able to explain technical issues clearly to non-technical users. **Preferred, but Not Required:** - Experience with CrowdStrike Falcon or Microsoft Defender for Endpoint. - Exposure to cloud platforms (Azure or AWS) in a support or lab environment. - Familiarity with OKTA SSO and MFA administration. - Any IT certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, or equivalent. - Interest in AI tools and automation – prior use of Claude, Copilot, or similar platforms. **Benefits & Perks:** Fuel Cycle is committed to supporting the well-being, flexibility, and growth of our team. We offer a competitive and inclusive benefits package that includes: - **Comprehensive Health Coverage**: Medical, dental, and vision insurance plans - **401(k) with Company Match**: Plan for your future with our retirement savings program - **Equity Purchase Option**: Participate in Fuel Cycle’s long-term success - **Flexible Work Schedule**: Empowering you to balance life and work - **Generous Time Off**: - 15 vacation days and 7 sick days per year - 12 company holidays - 4 floating holidays/recharge days to rest or celebrate what matters to you - **Paid Parental Leave**: Time to bond with your growing family - **Monthly Internet & Phone Stipend**: Support for remote work setup - **Wellness & Lifestyle Perks**: Access to tools like **Rightway (healthcare navigation), Headspace (mental wellness), Peloton (fitness)**, and more - **Team Connection Perks**: - **Weekly community lunches**, refreshments, and snacks at our LA & NY headquarters - **Pet-friendly office environments** **Compensation Overview:** The expected starting salary range for this position is **$75,000 - $90,000.** This range represents the typical starting compensation offered to candidates hired into this role. Final base salary will be determined based on a variety of factors, including location, work experience, skills, knowledge, education, and certifications. In addition to base salary, this role is eligible for a discretionary bonus with a target of 4% of base salary. Actual bonus amounts, if any, are determined at the company’s sole discretion and may vary based on individual performance, company performance, and market conditions. This role may also be eligible for an equity grant or purchase option. These components make up your total compensation package, which will be reviewed in greater detail during your initial recruiter conversation. **Commitment to Diversity, Equity, and Equal Opportunity:** At Fuel Cycle, we embrace the values of diversity, equity, and inclusion and are committed to fostering an inclusive company culture. We believe that everyone, regardless of their background or identity, should have equal access to opportunities for growth and advancement. Our selection processes and career pathways are designed to be fair, transparent, and free from bias. We value the unique perspectives and contributions of each team member, knowing that this diverse range of experiences strengthens our team. Fuel Cycle stands firmly against discrimination based on disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law. Fuel Cycle is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities, as needed, to enable them to perform the essential functions of their job and participate in the application and interview process. If you require accommodations during any part of the application process, please contact us at [hr@fuelcycle.com](mailto:hr@fuelcycle.com) to discuss your needs.