IT Support Specialist

Osmo•Elizabeth, NJ

About The Position

Osmo is a digital olfaction company, on a mission to give computers a sense of smell to improve the health and wellbeing of human life. Why? Our sense of smell both enriches and saves lives, and has a deep and direct connection to our emotions and memory. Olfactory Intelligence has applications across industries including fragrance, manufacturing, security, medicine, and more. We believe in the power of automation and thoughtfully applied AI/ML to solve problems beyond the reach of human intuition alone. Osmo is headquartered in New York, NY, with a new facility in New Jersey, and offices in Somerville, MA. Why this role Osmo is scaling rapidly and needs a strong, service-oriented IT Support Specialist to help run day-to-day workplace technology operations. This role is ideal for someone who enjoys hands-on problem solving, keeping systems organized, and delivering a great employee support experience. Working closely with the Head of IT, this person will serve as a primary owner of ticket intake and resolution, endpoint setup and logistics, onboarding/offboarding support, and general business IT operations. This is a high-impact individual contributor role for someone who is dependable, detail-oriented, and motivated to improve how IT support is delivered across the company. Role summary You will support the day-to-day execution of Osmo’s workplace IT operations. You’ll be responsible for employee support requests, device preparation and lifecycle coordination, access administration, office and remote support, and maintaining accurate documentation and inventory. You will help ensure that tickets move quickly, employees have what they need to work effectively, and IT operations run in a consistent, organized, and scalable way. This role is primarily tactical and execution-oriented, with opportunities to grow into larger systems, security, and project ownership over time.

Requirements

3+ years of experience in IT support, help desk, workplace technology, or internal business systems support
Experience supporting employees in a structured ticketing environment
Hands-on experience with laptop setup, troubleshooting, and basic endpoint support
Familiarity with macOS support; Windows support is a plus
Experience with common business tools such as Google Workspace, Slack, Zoom, Jira or similar ticketing platforms
Strong organizational skills and attention to detail
Clear written and verbal communication skills
Strong customer-service mindset and ability to stay calm, responsive, and practical under pressure
Ability to manage multiple small-to-medium tasks reliably and follow through to completion

Nice To Haves

Exposure to MDM and identity tools such as Jamf, Kandji, Intune, Okta, or similar platforms
Experience in a start-up or high-growth environment
Experience supporting both onsite and remote employees
Familiarity with asset inventory management and employee lifecycle operations
Exposure to security best practices such as MFA, patching, least privilege, and endpoint hygiene
Familiarity with Notion, Atlassian, or modern ticketing and knowledge-base tools

Responsibilities

Serve as a frontline point of contact for employee IT issues across hardware, software, access, and collaboration tools
Triage, prioritize, and resolve tickets in a timely manner, escalating more complex issues to the Head of IT or external partners when appropriate
Deliver a high-quality employee support experience with clear communication, follow-through, and strong service orientation
Help maintain ticket queues, response times, and resolution quality in line with team SLAs
Prepare, configure, deploy, recover, and refresh laptops and other employee devices
Support endpoint setup using MDM and standard device configuration processes
Track asset assignments, inventory status, repairs, replacements, and returns
Maintain accurate records of hardware inventory, ownership, and lifecycle status
Execute onboarding and offboarding workflows for employees, including device provisioning, account setup, access changes, and equipment return coordination
Partner with People, Finance, and hiring managers to ensure employees are ready on day one and exits are handled securely and cleanly
Build documented checklists and help improve them over time
Support day-to-day administration of identity and collaboration platforms such as Google Workspace, Slack, Zoom, Atlassian, and related SaaS tools
Provision and deprovision user accounts and group access based on approved workflows
Help maintain strong access hygiene through accurate execution and documentation
Assist with periodic access reviews, user audits, and other operational controls
Provide support for conference room technology, printers, shared devices, Wi-Fi troubleshooting, and general office IT readiness
Coordinate device shipping, receiving, and logistics for remote and onsite employees
Work with vendors or outsourced support partners on routine operational issues as directed
Keep support documentation, onboarding/offboarding checklists, and knowledge base articles up to date
Identify recurring support issues and recommend practical improvements to processes, tooling, or training
Help create more repeatable and scalable support workflows as the company grows