IT Support Administrator

Known•New York, NY

10h•$95,000 - $110,000•Hybrid

About The Position

Known is a modern marketing company seeking an IT Support Administrator to serve as a primary point of contact for staff requiring technical assistance. This role is responsible for maintaining the operational integrity of hardware, software, and key SaaS platforms, while overseeing the comprehensive lifecycle of onboarding and offboarding procedures. The position prioritizes user support, with the remaining time allocated to assisting with the administration of SaaS environments and developing process automations designed to enhance operational efficiency and reduce repetitive tasks.

Requirements

Minimum 5 years IT and IT support experience
Hands-on experience in an IT support or helpdesk role supporting both macOS and Windows.
Experience supporting C-Level executives and with “White Glove” support
Experience supporting conference room AV hardware and software, in particular Zoom Rooms.
Familiarity with identity and access management (SSO, MFA, Entra ID) and endpoint management (Jamf, Intune).
Familiarity administering Google Workspace and Microsoft 365.
Working knowledge of ITIL service management and ticket-based support in Jira Service Management or a similar platform.
Clear written communication for documentation and user-facing help.

Nice To Haves

Jira Service Management/Atlassian admin experience
Experience with Lumos
Hands-on work building automations in N8N or comparable tools.
Experience using Claude or other AI tools in a support or operations setting.
Agile project management experience.
Zoom administration

Responsibilities

Manage incoming requests, triage, prioritize, and resolve tickets within the SLA.
Provide hands-on and remote support for macOS and Windows devices, covering setup, deployment, troubleshooting, and repair coordination.
Assist employees with day-to-day issues across Zoom, Slack, Google Workspace, Microsoft 365, and other tools.
Manage and troubleshoot Apple and Windows laptops and Apple mobile devices.
Identify recurring problems and document fixes in a shared knowledge base.
Perform basic administration across SaaS infrastructure, including Slack, Google Workspace, Microsoft 365, Entra ID, and the Atlassian suite.
Manage user access and group membership, including App provisioning through Lumos and Entra ID.
Keep configuration and change work aligned with company ITIL practices.
Identify manual processes that can be automated and propose a solution.
Build and maintain workflow automations to remove repetitive support and provisioning tasks.