Senior IT Support Associate

Attentive•New York, NY

1d•$100,000 - $125,000•Hybrid

About The Position

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights. Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers. With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index! About the Role As a Senior IT Support Associate, you’ll serve as the primary IT contact for our New York City office. You’ll own frontline support, manage hardware logistics, and contribute to IT roadmap initiatives—all while maintaining high standards of responsiveness and execution. You’ll thrive in this role if you take initiative, move quickly, and enjoy balancing operational excellence with small but high-impact technical projects. You’ll also partner closely with IT teammates and ensure seamless support coverage and alignment across coasts. You’ll have a direct impact on the IT Support roadmap and quarterly planning cycles, and will have opportunities to shape and elevate the employee IT experience. This hybrid role requires on-site presence Tuesday through Thursday, from 9 AM to 6 PM EST

Requirements

4-5+ years of IT Support experience. Ideally in a hybrid or remote-first environment
Strong troubleshooting skills across macOS hardware, Zoom - AV systems, and networking
Proven track record of execution and ownership—you take initiative and follow through
Confident being the on-site point of contact, with strong communication and collaboration skills
Ability to effectively collaborate with West Coast IT peers, ensuring alignment across time zones and seamless end-user support
Experience with Okta, Google workspace Admin, Jira, Slack, and MDM tools such as Jamf and Intune
Experience with automation, low-code, or vibe coding platforms (Zapier, Claude Code, Codex, Replit, etc.)
Ability to stay composed and effective in a fast-paced environment

Responsibilities

Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues
Resolve support tickets in Jira Service Management promptly, meeting SLA targets
Unblock users who are looking to get the most out of our enterprise productivity tech stack, with great technical advice, partnership, and configuration changes
Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles
Manage asset workflows - process hardware returns, maintain inventory, and handle e-waste
Participate in weekly sprint planning, owning 1-2 sprint tasks per cycle
Escalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teams
Keep tickets and documentation current to ensure visibility and cross-team alignment
Identify and drive process improvements to increase team efficiency and user satisfaction