IT Support Specialist

Matrix Global•New York, NY

17d•Hybrid

About The Position

We are seeking an experienced IT Support Specialist to provide onsite and remote operational IT support within a fast-paced technology environment. This role is responsible for ensuring seamless day-to-day IT operations, supporting employees, managing endpoint devices, facilitating onboarding and offboarding processes, and maintaining office technology infrastructure. The ideal candidate will serve as the primary onsite IT resource, collaborating closely with global IT, Security, Infrastructure, and Engineering teams to deliver exceptional technical support and operational continuity.

Requirements

5+ years of experience in onsite IT support, desktop support, or corporate IT operations.
Strong hands-on experience supporting MacOS and Windows environments.
Experience administering and supporting: Kandji, Microsoft Intune, Google Workspace, Okta, Cato VPN.
Strong troubleshooting and problem-solving skills.
Experience supporting office infrastructure, end-user devices, and collaboration technologies.
Excellent customer service and communication skills.
Ability to work independently while collaborating effectively with distributed global teams.

Nice To Haves

Experience supporting high-growth technology, fintech, or SaaS organizations.
Familiarity with Fortinet and UniFi/Ubiquiti networking environments.
Experience managing onboarding and offboarding processes.
Experience supporting infrastructure, network, or office technology projects.
Knowledge of SaaS management platforms such as Torii or similar tools.
Experience with office relocations, data center operations, and network implementations.

Responsibilities

Provide onsite IT support for approximately 120+ office-based employees.
Troubleshoot hardware, software, SaaS applications, conferencing systems, printers, and office technology issues.
Deliver responsive technical support to employees and executives.
Support onboarding and offboarding activities, including: Device preparation and deployment, User account setup and configuration, Equipment assignment and collection, Access and permissions support.
Ensure operational continuity for employee IT services.
Support and maintain MacOS and Windows environments.
Deploy, enroll, patch, troubleshoot, and maintain endpoint devices using Kandji and Microsoft Intune.
Manage user lifecycle operations, including: Account provisioning and deprovisioning, Access management, Permission administration, Identity-related troubleshooting.
Provide support for Google Workspace, Okta, Cato VPN, and Zoom.
Support office technology and infrastructure, including: Wireless networking, Conference rooms and collaboration technologies, Zoom Rooms and Neat devices, Audio/Visual systems, Printers and peripherals, Employee hardware and office technology equipment.
Perform onsite troubleshooting and issue resolution.
Coordinate with vendors, service providers, and internet service providers when needed.
Ensure office technology readiness and uninterrupted business operations.
Participate in IT infrastructure and operational projects.
Assist with: Office relocations and expansions, Network infrastructure deployments, Data center setup and support, Hardware refresh and rollout initiatives, Office cabling and technology installations.
Support occasional after-hours maintenance activities when required.
Work closely with internal IT, Infrastructure, Security, and Engineering teams.
Escalate and coordinate complex technical issues as needed.
Maintain clear communication regarding incidents, support requests, and operational activities.
Track and manage work through ticketing and project management platforms such as Jira, SuperOps, monday.com, or similar tools.
Follow established IT operational procedures, standards, and documentation.