IT Support Specialist

TEKsystems•New York, NY

7d•$40 - $45•Onsite

About The Position

This in-office IT Support Specialist role serves as the primary technical partner for the New York office, delivering seamless, white-glove support to employees, executive leadership, and their assistants. You will anticipate technology needs, enable productivity, and resolve issues with minimal disruption while operating confidently in a fast-paced, high-growth environment. The position combines deep technical expertise with strong interpersonal skills and the ability to remain composed in high-pressure, high-visibility situations.

Requirements

5+ years of experience in IT support, including at least 2+ years directly supporting executive leadership (C-level or VP+) in a fast-paced or high-growth environment.
Proven experience providing dedicated, white-glove IT support to C-level executives and their direct staff, with a track record of resolving issues quickly and calmly in high-pressure, high-visibility situations.
Advanced experience with Okta for Identity and Access Management (IAM), extending beyond basic helpdesk tasks such as password or MFA resets.
Proven ability to build, map, and troubleshoot complex group rules using Okta Expression Language.
Hands-on experience configuring and managing SSO integrations using SAML and SCIM, including troubleshooting push groups and related access issues.
Expertise in supporting and troubleshooting mixed-OS environments, including macOS, Windows, iOS, and Android, with strong experience in an all-macOS environment.
Experience with endpoint management (MDM) tools for device imaging, configuration, and security, such as JAMF.
Strong administrative skills within Google Workspace, including email log searches, security policy management, and building and maintaining quarantine rules and moderation groups.
Proficiency with Slack as a core communication and collaboration tool.
Experience with AI tools and IT process automation to improve support efficiency and user experience.
Demonstrated ability to diagnose and explain complex, cross-device ecosystem issues to both technical and non-technical users.
Experience managing onboarding and offboarding processes, including laptop provisioning and account lifecycle management.
Excellent interpersonal and communication skills, with the ability to build trust and rapport with executives and staff.
Ability to remain composed, professional, and solution-focused in high-pressure and time-sensitive situations.
Strong organizational skills with the ability to prioritize, manage, and close multiple tickets and tasks efficiently.

Nice To Haves

Experience working in a fast-paced, high-growth startup or similar dynamic environment.
Experience in supporting a primarily macOS-based user population.
Familiarity with documenting processes, solutions, and best practices in tools such as Confluence or similar knowledge base platforms.
Experience collaborating with IT engineering and specialized IT teams to deploy new tools and services.
Comfort working as the primary on-site IT contact and representing the IT function to a broad range of stakeholders.
Interest in leveraging automation and AI-driven solutions to continuously improve IT service delivery.

Responsibilities

Serve as the primary IT support contact for the New York office, acting as the face of IT for approximately 200 users and supporting a growing user base expected to reach 350 within the next year.
Provide dedicated, white-glove IT support to C-level executives, senior leaders, and their direct staff, resolving issues quickly, calmly, and discreetly in high-pressure situations, primarily focused on Mac products and solutions.
Lead IT support with a proactive mindset by anticipating user needs, identifying recurring issues and trends, and implementing solutions before problems impact productivity.
Take ownership of high-priority escalations from Tier 1 helpdesk teams, managing them end-to-end and driving timely, high-quality resolution.
Deliver hands-on support for end-user devices, including laptops and mobile devices, ensuring they are configured, secured, and optimized for performance.
Set up, support, and troubleshoot audio/visual systems, meetings, events, and onsite conference rooms to ensure a smooth and reliable collaboration experience.
Document best practices, troubleshooting steps, and solutions in the Confluence knowledge base to support knowledge sharing and continuous improvement.
Partner closely with IT specialists and IT engineering teams to deploy tools, services, and automations that enhance executive productivity and collaboration.
Prioritize, manage, and close support tickets efficiently while maintaining clear communication with users about status and resolution timelines.
Identify opportunities to improve IT processes, user experience, and service quality, and propose or implement enhancements where appropriate.
Manage onboarding and offboarding processes, including laptop provisioning, account setup, access configuration, and deprovisioning in coordination with HR and other stakeholders.
Support and troubleshoot a mixed-OS environment, including macOS, Windows, iOS, and Android devices, with a particular focus on an all-macOS user base.
Diagnose and explain complex, cross-device ecosystem issues, such as interoperability problems between laptops, mobile phones, and collaboration tools.
Configure, manage, and troubleshoot Okta-based Identity and Access Management (IAM), including group rules, SSO integrations, and push groups.
Administer Google Workspace, including email log searches, security policy management, and the creation and maintenance of quarantine rules and moderation groups.
Leverage endpoint management (MDM) tools such as JAMF to handle device imaging, configuration, compliance, and security enforcement.
Work with AI tools and automation to streamline IT workflows, improve efficiency, and reduce manual effort in recurring support tasks.
Collaborate with stakeholders across the office to ensure technology solutions align with business needs and support a high-performing, fast-paced work environment.