IT Support Engineer

Thyme Care•New York, NY

2d•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.

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.
Customer-facing skills, supporting a vast array of users.
Comfortable supporting team members in person or remotely.
Ability to maintain composure with a warm smile and friendly invitation.
Ability to build collaborative and productive working relationships.
Growth mindset, constantly striving to implement best practices.
Self-starter, able to solve problems and go the extra mile.

Nice To Haves

Scripting and automation of routine work.
Experience using 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 the face of 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.
Get to know the organization and build relationships across the team, with emphasis on the NYC office.
Partner with the People Operations Manager and IT team to drive new-hire orientation and onboarding.
Be a first point of contact for helpdesk tickets — in person for the NYC office and remotely for distributed teammates.
Strengthen internal support operations with clear, well-maintained documentation.
Keep device lifecycle and asset management running smoothly.
Know the ticketing system inside out and consistently meet first-response and time-to-resolution targets.
Lead IT onboarding for new hires.
Own scope within cross-functional IT projects.
Be the go-to onsite support in the NYC office, configuring and troubleshooting conference rooms and providing 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.