IT Support Engineer

Thyme Care•New York, NY

4d•$84,600 - $94,000•Hybrid

About The Position

As an IT Support Engineer at Thyme Care, you’ll deliver exceptional day-to-day IT support to our fast-growing team. Your primary focus is fast, friendly help for our Care team, and you’ll also support a diverse group of remote employees across the United States. You’ll be a primary point of contact for internal end users and the face of our "Support Thyme" helpdesk — the person people are glad to see when something isn’t working. This role is based in our New York City office, where you’ll be our onsite presence — owning the in-office IT experience while partnering with a distributed IT & Security team to support a hybrid workforce. Reporting to our IT Manager, you’ll cover a broad range of work: endpoint and identity management, SaaS administration, security and access, conference-room and A/V support, networking, and everyday break-fix. Our job is to remove technical friction and put the right tools, automation, and AI in people’s hands so they can do their best work for our members. Supporting a modern, fast-growing organization takes a versatile IT team that’s as comfortable with security and automation as it is with white-glove support. Within your first sixty days on the job, we’ll expect you to: Get to know our organization and build relationships across the team, with emphasis on our NYC office Partner with our People Operations Manager and IT team to drive new-hire orientation and get new employees fully onboarded Be a first point of contact for helpdesk tickets — in person for the NYC office and remotely for distributed teammates across the organization Strengthen our internal support operations with clear, well-maintained documentation, and keep device lifecycle and asset management running smoothly By the end of your fourth month, you will: Know our ticketing system inside out and consistently meet first-response and time-to-resolution targets that scale as we grow Lead IT onboarding for new hires so they’re fully set up and productive from day one Own your scope within cross-functional IT projects that make the whole team more efficient — from tooling rollouts to automation Be the go-to onsite support in our NYC office — from configuring and troubleshooting conference rooms of every size to providing white-glove A/V support for executive and all-hands meetings. You own the office’s conference-room tech: displays, Zoom Rooms, and everything that makes a meeting just work Administer our MDM and endpoint fleet, support telephony and softphone systems, help manage identity and access, and handle light networking troubleshooting as needed Help mature our IT and security posture — device compliance, access reviews, and safe, effective use of AI tools that make the team faster.

Requirements

3–5 years of IT support experience, ideally in a fast-paced startup environment.
Well versed in supporting and administering macOS and Windows.
Comfortable with modern SaaS, identity, and device management.
Experience with Google Workspace, Mosyle (or a comparable MDM), Cisco Meraki, 1Password, Zoom, Neat AV hardware, and Slack.
Ability to deploy, configure, and maintain macOS and Windows fleets at scale.
Proficiency in identity, access, and endpoint security.
Scripting and automation of routine work is a plus.
Experience using AI tools to move faster is a plus.
Thrive in a customer-facing role supporting a vast array of users.
Comfortable supporting team members in person or remotely.
Maintain composure with a warm smile and friendly invitation to return, no matter the situation or pressure.
Build collaborative and productive working relationships.
Constantly strive to implement best practices and find new ways to bring more to the table.
Self-starter, proactive in solving problems and going the extra mile for others.

Nice To Haves

Script and automate routine work.
Use AI tools to move faster.

Responsibilities

Deliver exceptional day-to-day IT support to a fast-growing team.
Provide fast, friendly help for the Care team and support remote employees across the United States.
Act as a primary point of contact for internal end users and manage the "Support Thyme" helpdesk.
Own the in-office IT experience in the New York City office.
Partner with a distributed IT & Security team to support a hybrid workforce.
Manage endpoint and identity, SaaS administration, security and access, conference-room and A/V support, networking, and everyday break-fix.
Remove technical friction and provide the right tools, automation, and AI to enable employees.
Build relationships across the team, with emphasis on the NYC office.
Partner with People Operations Manager and IT team to drive new-hire orientation and onboarding.
Be a first point of contact for helpdesk tickets (in-person and remote).
Strengthen internal support operations with clear documentation and manage device lifecycle and asset management.
Meet first-response and time-to-resolution targets for ticketing system.
Lead IT onboarding for new hires.
Own scope within cross-functional IT projects.
Provide onsite support in the NYC office, including configuring and troubleshooting conference rooms and A/V support.
Administer MDM and endpoint fleet, support telephony and softphone systems, manage identity and access, and handle light networking troubleshooting.
Help mature IT and security posture, including device compliance, access reviews, and safe use of AI tools.