IT Support Specialist

Cape•Arlington, VA

6d•Onsite

About The Position

Cape is America’s privacy-first mobile carrier, founded in 2022 with the mission to be a force for good in global wireless. The company was built from the ground up to address vulnerabilities in modern cellular infrastructure that track, monitor, and sell personal data. Cape provides a secure network to consumers, businesses, and government agencies, and is rapidly scaling after closing its Series C in March 2026. The team at Cape consists of relentless builders and innovators operating on a foundation of high trust and high expectations, with a flat structure that prioritizes collaboration. The company is looking for an Onsite IT Support Specialist to manage the day-to-day IT experience for employees in their New York City office, ensuring a smooth onboarding, efficient support, and accurate hardware inventory. The role aims to make technology invisible, enabling employees to focus on the company's privacy and national security mission, and to manage the IT aspects of rapid growth and new office setups.

Requirements

2-3+ years of experience in IT support, particularly in a dynamic and evolving tech environment.
Hands-on experience supporting Apple/macOS laptops (and comfort across Windows and Linux where needed).
Familiarity with mobile device management (MDM) solutions like Jamf.
Experience working in a ticketing/helpdesk system (e.g., Jira Service Management) and working to SLAs.
Demonstrated ability in setting up, troubleshooting, and maintaining conference room hardware and software.
Comfort with Google Workspace and/or Microsoft 365 administration basics.
Proven track record of effectively managing IT hardware procurement and inventory.
Strong problem-solving skills and ability to provide timely resolution to hardware and software issues.
Strong customer-service instincts, clear communication, and reliable follow-through.
Eagerness to work on projects that have a real-world impact on privacy and national security.
May require lifting or carrying desktop computers up to 25 lbs.

Responsibilities

Be the face of IT in the NYC office, providing hands-on help and contributing to the design of IT for new spaces.
Own IT onboarding during hypergrowth, ensuring a smooth day-one experience for multiple new hires bi-weekly and continuously improving the process through automation.
Manage Tier-1 resolution against SLAs, working with internal AI agents and building automations to reduce resolve times and increase customer satisfaction.
Build the asset-management system from the ground up, owning laptops, peripherals, and specialty hardware across offices, international travelers, and remote employees, ensuring audit readiness for certifications like CMMC Level 2.
Shape Cape's physical IT presence by managing new offices, conference room and AV technology, and visitor systems, with a mandate to implement the best available technology.
Adapt to ambiguity and learn quickly as the integration surface grows, evaluating new vendors and tools, and managing SSO/SCIM, device packaging, and documentation.