IT Support Specialist II
About The Position
This is a hands-on, cross-functional IT support role focused on providing dedicated onsite support for the New York office while managing daily support requests through Jira. You will troubleshoot employee technology issues, resolve tickets, support conference room and workplace technology, and partner with internal teams on escalations and projects. Some Jira tickets will be resolved independently, while others will require collaboration with teams such as Networking, Security, AV, Workplace, and Infrastructure. This role is ideal for someone who enjoys being onsite, working directly with employees, solving a variety of technical issues, and contributing to larger IT initiatives such as software rollouts, office technology improvements, AV support, and process enhancements.
Requirements
- Minimum of 3 years of experience in technical support, desktop support, service desk, or IT operations.
- Experience managing IT support tickets through Jira or a similar ticketing system.
- Strong familiarity with macOS, ChromeOS, and Windows.
- Strong experience supporting Google Workspace, including Gmail, Drive, Docs, Sheets, Calendar, and Meet.
- Experience with Okta or similar identity management tools, including MFA, password resets, access issues, and login troubleshooting.
- Experience supporting Slack and Zoom, including user access, notifications, meetings, Zoom Rooms, and AV-related issues.
- Familiarity with AI tools such as ChatGPT, Cursor, Claude, or similar productivity platforms.
- Strong troubleshooting skills across laptops, peripherals, SaaS applications, Wi-Fi, VPN, and conference room technology.
- Ability to document technical issues clearly and consistently.
- Strong written and verbal communication skills.
- Strong customer service skills and ability to support users at all technical levels.
- Ability to work independently and collaboratively with cross-functional teams.
- Ability to move equipment as needed, up to 50 lbs.
Nice To Haves
- Familiarity with Mosyle, Intune, Jamf, Kandji, or other MDM tools is a plus.
- Basic networking and AV troubleshooting experience is a plus.
Responsibilities
- Provide dedicated onsite IT support for employees in the New York office.
- Manage, triage, update, and resolve daily support tickets through Jira.
- Troubleshoot issues related to laptops, operating systems, applications, access, Wi-Fi, VPN, peripherals, printers, and workplace tools.
- Support a primarily macOS environment, with additional support for ChromeOS and Windows.
- Support core applications including Jira, Okta, Google Workspace, Slack, and Zoom.
- Assist with login issues, MFA, password resets, application access, and general SaaS troubleshooting.
- Maintain and troubleshoot conference room and AV technology, including Zoom Rooms, displays, cameras, microphones, and hybrid meeting setups.
- Document ticket updates, troubleshooting steps, escalations, and resolutions clearly in Jira.
- Collaborate with Networking, Security, AV, Workplace, Infrastructure, and other cross-functional teams on escalations and projects.
- Support IT initiatives such as software rollouts, office technology improvements, AV upgrades, and process enhancements.
- Identify recurring issues and recommend improvements to improve the employee support experience.
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave
- Medical benefits
- Dental benefits
- Vision benefits
- 11 paid holidays
- Disability insurance
- Basic life insurance
- Family-forming assistance
- Mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
