Senior Helpdesk

kodiak · Mountain View, CA · Mountain View, California, United States

<div class="content-intro">Kodiak AI, Inc. (Nasdaq: KDK), founded in 2018, is a leader in Physical AI, developing driverless technology that powers machines that move. Its Kodiak Driver is a vehicle-agnostic autonomous driving system that combines AI-powered software with modular hardware. Today it operates in long-haul trucking, industrial trucking, and defense. In 2024, Kodiak launched commercial Driver-as-a-Service operations with no one in the cab, and plans to launch driverless long-haul service between Dallas and Houston by the end of 2026. Kodiak has partnered with many of the biggest names in freight, including Bosch for scaled hardware production, AWS, and leading customers including Atlas Energy Solutions, IKEA, Bridgestone, Werner Enterprises, C.R. England, Roehl Transport, and General Dynamics Land Systems.</div>Kodiak AI is looking for an experienced and proactive Senior IT Helpdesk to scale out our IT support function. In this role, you will be the primary owner of the employee technology experience. You will start as a hands-on, establishing core processes and tools, with the opportunity of hiring, training, and managing a team of 2-3 IT Helpdesk Engineers as we scale. This is a unique opportunity to help further define the culture of IT at Kodiak AI. We are looking for someone who champions a "Shift Left" mentality—moving knowledge closer to the user through automation and self-service—while ensuring high-touch support for complex issues. In this role, you will: Build and Manage the Helpdesk Function <ul> <li>Establish Processes: Design and implement scalable IT Service Management (ITSM) workflows, including ticket prioritization matrices, Service Level Agreements (SLAs), and escalation paths.</li> <li>Tool Implementation: Configure and manage the ticketing system (e.g., Jira) and asset management tools (Snipe-IT) to ensure data-driven decision-making.</li> <li>Team Growth: Define the roadmap for the IT support team. You will be responsible for helping to hire and mentor future analysts, fostering a culture of empathy and technical excellence.</li> </ul> Hands-On Support & Operations  <ul> <li>Access Management: Manage Identity and Access Management (IAM) for internal tools. A key focus will be automating "low-effort" tickets (such as password resets or simple access requests) to prevent bottlenecks for our engineering and DevOps teams.</li> <li>Incident Management: Serve as the primary point of contact for technical issues, troubleshooting hardware (Mac/Windows PC/Linux PC), software, and network connectivity problems. </li> <li>Provide end user guidance to Ubuntu Linux.</li> <li>Management of 35+ Zoom conference rooms across multiple locations</li> <li>Collaboration and support of Events Team with the following audio/visual equipment and events:</li> <li>Live and recorded podcasts, industry interviews, and talks featuring leadership</li> <li>All-hands meetings, and other events utilizing the All-hands AV and spaces</li> <li>General support and troubleshooting of all audio visual systems</li> </ul> Employee Lifecycle Management <ul> <li>Onboarding: create a "zero-day" start experience by ensuring new hires have fully configured hardware and access to all necessary SaaS platforms on their first day </li> <li>Offboarding: Securely manage the retrieval of assets and revocation of access for departing employees, ensuring data security and compliance.</li> <li>Collaborate with People Ops, Legal and IT Infrastructure team to evolve employee life cycle workflows as needed.</li> </ul> Documentation & "Shift Left" Strategy <ul> <li><span style="fo

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