Senior IT Support Specialist

Gen Digital•New York, NY

22h•Onsite

About The Position

The IT Support Specialist is a hands-on, on-site role supporting both NYC and NJ office locations. This position provides comprehensive endpoint, infrastructure, and data center support while delivering exceptional in-person and remote user experiences. The role requires deep technical expertise, operational discipline, and flexibility across locations and time zones.

Requirements

Minimum 3+ years of experience as a Desktop Support Engineer or IT Support Technician.
Experience with JAMF and/or Microsoft Intune for endpoint management.
Advanced knowledge of Windows and macOS environments.
Solid understanding of networking fundamentals and endpoint hardware.
Experience supporting server environments and data center hardware.
Proven infrastructure troubleshooting capability.
Experience managing Zoom Rooms or enterprise video conferencing systems.
Excellent written and verbal communication skills.
Effective interpersonal and collaboration skills.
Adaptability and operational flexibility.
Willingness to work across time zones and support two office locations (NJ/NYC)

Nice To Haves

Hands-on experience with physical tape library support preferred.

Responsibilities

Respond to and manage IT support requests across multiple channels (Slack, ticketing systems, in-person, and remote platforms).
Deliver high-quality in-person and remote technical support across office and distributed environments.
Troubleshoot complex hardware and software issues across Windows and Mac platforms.
Perform remote troubleshooting and support for global users.
Monitor remote support channels to ensure timely issue resolution.
Document, update, and manage ticket lifecycle through resolution.
Manage full user lifecycle processes, including onboarding, offboarding, and internal transfers.
Provision and decommission user accounts, endpoints, and access rights.
Configure and deploy Windows and Mac workstations for new hires.
Perform workstation upgrades, refreshes, and hardware repairs.
Coordinate and support IT equipment shipping and logistics for remote employees.
Provide Zoom Room and video conferencing support, including setup, troubleshooting, and ongoing maintenance.
Ensure conference room AV systems operate reliably and are optimized for hybrid collaboration.
Support meeting infrastructure during executive and high-visibility events as needed.
Deliver infrastructure support, including networking and endpoint hardware troubleshooting.
Diagnose and resolve network connectivity issues (wired and wireless).
Support server environments and assist with basic server troubleshooting and maintenance.
Collaborate with cross-functional and global infrastructure teams.
Assist in managing office server rooms (MDF/IDF environments).
Perform hands-on tasks including racking/un-racking equipment and installing patch cables.
Provide physical tape library support within the data center environment.
Support server hardware installations and basic server-level troubleshooting.
Maintain data center operational standards and best practices.
Manage and audit IT asset inventory.
Track equipment lifecycle and ensure proper documentation.
Lead and coordinate e-waste and equipment donation initiatives.
Interact with IT leadership, including presenting project status and results.
Work effectively across time zones and global teams.
Demonstrate flexibility in supporting both NJ and NYC office locations as business needs require.