IT Support Specialist

Rogo•New York, NY

23d•Onsite

About The Position

Rogo is hiring an IT Support Specialist to provide first-line support for employees and the technology they use every day. As a hands-on member of a newly forming internal IT team, this role helps keep the New York City headquarters and global remote workforce productive, connected, and secure. The position is on-site and focuses on day-to-day IT operations, employee support, device management, software access, and office technology. Reporting to the IT Operations Manager, the IT Support Specialist works closely with Security, People, and Operations. The role includes resolving employee requests, managing equipment and software access, supporting onboarding and offboarding, maintaining conference room technology, and documenting solutions. It offers the opportunity to help build Rogo’s IT function while developing technical skills alongside senior leadership.

Requirements

2+ years of hands-on IT support or helpdesk experience.
Working knowledge of MDM platforms such as Iru, Intune, or Jamf; identity and access tools such as Okta, Entra ID, or Active Directory; and ticketing systems.
Ability to troubleshoot AV, including conference room systems, cameras, microphones, and TVs, and support special event setups.
Understanding of networking fundamentals and familiarity with common networking devices.
Experience coordinating and shipping IT equipment to remote employees and offices.
Clear, patient communication with colleagues at every level, and sound judgment about when and how to escalate issues.
Ability to prioritize effectively across a busy queue, balancing urgent requests with longer-term projects.
Ability to learn quickly and interest in helping build an IT function.
Ability to work autonomously and comfortably with ambiguity, and to be collaborative, organized, thoughtful, and kind.

Nice To Haves

Experience in a fast-paced startup or SaaS environment.
Experience supporting a Mac-first environment.
Familiarity with Google Workspace or Microsoft 365 administration.
Exposure to scripting or automation using Bash, Python, or PowerShell.
Relevant certifications such as CompTIA A+, Network+, Apple Certified Support Professional, or equivalent.
Experience supporting employees in financial services or other security-conscious environments.

Responsibilities

Own day-to-day helpdesk operations by triaging and resolving employee requests through the ticketing system, including hardware, software, access, and connectivity issues.
Manage the full device lifecycle, including ordering, enrolling devices in management, deploying and maintaining equipment, and securely retiring and disposing of it.
Maintain accurate hardware inventory and coordinate shipping devices and peripherals to remote employees and global offices.
Track and manage software licenses, ensure employees have access to critical tools, and reclaim unused seats.
Support employee onboarding and offboarding, including account provisioning and deprovisioning through the identity platform.
Maintain conference room and office AV functionality, troubleshoot cameras, microphones, and displays, and set up technology for all-hands, client meetings, and special events.
Perform first-level troubleshooting of office network and connectivity issues, escalating to senior IT staff or vendors when necessary.
Document solutions and create knowledge base articles and how-to guides to support employee self-service and help the IT team scale.