IT Specialist

WHO WE ARE

Headquartered in sunny Austin, TX with a growing footprint in the heart of NYC, KERV.ai is an award-winning, boundary-pushing company that's transforming how content and commerce converge in media.

As the leader in AI-powered video analysis and monetization, our patented technology breaks video down frame by frame, making every object, product, or moment instantly interactive, measurable, and shoppable. We serve as the connective tissue between creative, commerce, and data, helping the world’s top brands and publishers turn video into a truly dynamic and rewarding experience for their audiences.

At KERV.ai, we’re not just redefining how people engage with media. We’re building the future of it. If you’re looking to work at the intersection of innovation, storytelling, and smart technology with a team that’s shaping what’s next in media, we’d love to meet you.

THE CHALLENGE AHEAD 

In this role, you will be responsible for managing and supporting the organization's office technology and security infrastructure, ensuring the smooth operation of all office IT systems, software, and networks. This role includes troubleshooting hardware and software issues, maintaining cybersecurity protocols, providing technical support to staff, and participating in system upgrades and maintenance tasks.

WHAT YOU’LL DO 

• Own technical onboarding and offboarding in partnership with HR/People Ops (accounts, access, device readiness, and checklists).
• Respond to and resolve IT support requests through Zendesk, providing timely, “white glove” support via Slack, screen share, and in-person when needed.
• Administer and support employee accounts and access across our core SaaS stack, including: Google Workspace, Okta (SSO), JumpCloud (MDM + identity management), Slack, Atlassian Jira, Microsoft O365 (Word/Excel/PowerPoint and Teams), Zendesk (used for IT support and product support workflows)
• Endpoint and device support for Mac and Windows laptops: troubleshooting, OS/application issues, device performance, peripherals, and standard software setup.
• Hardware lifecycle & inventory ownership: ordering equipment, receiving, provisioning, shipping to remote employees, coordinating returns, and maintaining accurate device logs.
• Office IT support: basic troubleshooting for UniFi Wi-Fi/network connectivity, printers, and meeting room setup (and working with vendors/ISPs as needed).
• Documentation and process improvement: create and maintain internal IT documentation, onboarding/offboarding runbooks, and self-service help articles to reduce repeat issues.
• Partner with Security (supporting role) to help ensure IT-related security policies and procedures are followed—such as assisting with:
• Access requests and least-privilege practices
• MFA/login troubleshooting and secure account recovery flows
• Device compliance basics (encryption, screen lock, updates, and required agents/tools)
• Evidence gathering and coordination for audits/questionnaires as needed (not leading compliance programs)

WHAT YOU’LL BRING 

• 2–4+ years of professional experience in IT support, IT administration, or a similar role (startup/SaaS-first environments are a plus).
• Strong hands-on support skills with macOS and working knowledge of Windows support.
• Experience using Zendesk (or a similar ticketing system) and managing work via a support queue with clear communication and follow-through.
• Experience managing employee accounts and access across multiple platforms (Google Workspace experience required).
• Familiarity with modern identity/access concepts such as SSO, MFA, groups, and role-based access.
• Comfort supporting remote employees via screen share and async communication (Slack, documentation, ticket updates).
• Fundamentals of office IT: peripherals, printers, conferencing, and basic networking/Wi-Fi troubleshooting.

WHAT WE’D CONSIDER A BONUS 

• Admin experience with Okta and/or JumpCloud (or similar SSO/MDM tools).
• Familiarity with UniFi networking dashboards and troubleshooting patterns.
• Familiarity with common security tools and workflows (e.g., VPN clients, endpoint protection/EDR basics, device compliance checks).
• Basic scripting/automation skills (Bash, PowerShell, Python, Google Apps Script) to improve repeatable processes.
• Exposure to security audits or compliance support (helping gather evidence, completing checklists, coordinating requests)—not required.

WHO YOU ARE 

• Driven by desire to empower users with stable access to services and tools
• Ability to research and solve problems
• Ability to work on multiple projects and be flexible to adapt to changing requirements
• High energy, confident, ambitious and self-motivated individual
• Must be a patient, effective communicator
• Must have a high attention to detail

WHY YOU’LL LOVE WORKING AT KERV

• We are a team of talented, kind people, driven by innovation.
• We put the human first. Whether our employee, client, partner, or community; we genuinely care about your well-being and will do whatever we can to support it.
• We are relentless in our pursuit of innovation, remaining flexible and open to change, remaining scrappy and collaborative in pursuit of common goals.
• We balance our dedication to success with the accountability to deliver, trusting our expertise, while verifying our thinking at every step.
• We advocate for the growth and success of our people and the communities in which they belong to through transparent & clear communication, championing a culture in which everyone has a voice and contributes to our success, and a socially aware approach to everything we touch.
• We aim to cultivate a work environment where each person, no matter the identities they hold, not only feels safe, seen, and heard, but also celebrated.
• We offer…
• Unlimited PTO with a healthy culture of taking time off to recharge so you can bring your best self to work
• Competitive compensation packages
• Comprehensive health and wellness benefits including modern support services via Bennie, such as a custom app and  healthcare concierge to support a simplified benefits experience for our staff
• Mental Health Support via Samata Health paid 100% by KERV
• 401K with company match and 100% vesting on day 1
• Unlimited referral bonuses
• Flexible working schedules with remote and hybrid opportunities
• Fitness Reimbursement Program 
• ’Moments that Matter’ program, centered around our heart-centered value,  which celebrates and supports employees through life’s biggest wins, transitions, and challenges — because at KERV, we show up for each other beyond just the work.

KERV provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. KERV participates in E-Verify to confirm the employment eligibility of all new hires.