IT Support Specialist

About the role

You will own the full employee IT lifecycle for our New York office, acting as the first and often the only point of contact for every technology need. You will design, implement, and iterate on the day-one experience for new hires joining at a rapid pace, ensuring they can immediately contribute to our privacy mission. This role requires you to build and maintain the hardware and software inventory that underpins our security and compliance goals, including audit-ready tracking for certifications like CMMC and SOC

2. You will partner closely with engineering and security teams to automate repetitive tasks and integrate AI tools that improve speed, accuracy, and accountability of support delivery. You will shape the technology and physical environment of our offices, from conference rooms to visitor systems, ensuring they reflect our commitment to privacy and innovation. You will thrive in a setting where ambiguity is constant, learning new tools and vendors quickly to keep our growing team unblocked. Ultimately, you will make technology invisible so our people can focus exclusively on building and deploying the most private mobile network in America.

Key facts

What you'll do

• Serve as the on-site face of IT in our New York office, providing hands-on support and acting as a key voice in the design of new office technology buildouts.
• Own the end-to-end IT onboarding process through hypergrowth, running smooth day-one experiences that scale from multiple starts every two weeks while automating provisioning to cut setup time.
• Own Tier-1 incident resolution against strict SLAs, then systematically beat those targets by building automations and AI workflows that reduce resolve time and increase customer satisfaction.
• Build and maintain our asset-management system from the ground up, tracking laptops, peripherals, specialty hardware, and international travelers to keep our inventory audit-ready for certifications like CMMC Level 2.
• Shape Cape's physical IT presence by leading the technology strategy for new offices, conference-room setups, and AV systems with a mandate to bring in the best solutions available.
• Live in ambiguity and learn fast, evaluating new vendors and tools monthly, integrating them with SSO and SCIM, packaging devices, and documenting processes for the team.
• Partner with security and engineering to ensure device compliance, secure access controls, and data protection across our globally distributed workforce.
• Drive measurable improvements in efficiency and experience by analyzing support metrics, identifying bottlenecks, and implementing process and tooling enhancements.
• Act as a bridge between non-technical staff and technical teams, translating user needs into actionable IT tasks while educating users on best practices.
• Maintain and evolve standard operating procedures to reflect new tools, workflows, and certifications, ensuring sustainability as the company scales.
• Contribute to a culture of ownership and continuous improvement by sharing knowledge, mentoring colleagues, and proactively identifying risks and opportunities.
• Support the deployment of secure, privacy-first mobile solutions that align with Cape's mission of giving people control over their personal data.

Requirements

• Bring 2-3+ years of hands-on IT support experience, ideally in a dynamic and rapidly evolving technology environment.
• Demonstrate strong hands-on experience supporting Apple and macOS laptops, with comfort across Windows and Linux where required.
• Show familiarity with mobile device management platforms such as Jamf or Intune, understanding how they enforce security and compliance.
• Have proven experience working with ticketing and helpdesk systems like Jira Service Management, maintaining strict adherence to SLAs.
• Exhibit a demonstrated ability to set up, troubleshoot, and maintain conference room hardware and software for seamless user experiences.
• Possess basic competence with Google Workspace and/or Microsoft 365 administration, including user management and security settings.
• Provide a proven track record of effectively managing high-priority incidents and balancing multiple competing requests in a fast-paced setting.
• Commit to upholding the highest standards of data privacy and security in every task you perform, aligning with Cape's mission and compliance objectives.
• Display strong written and verbal communication skills to collaborate with both technical and non-technical stakeholders.
• Show adaptability and a learning mindset, quickly mastering new tools, processes, and vendor integrations under ambiguous conditions.
• Have the right to work in the United States and eligibility to work in New York, NY, without sponsorship for this role.
• Be willing to work onsite in our New York office during standard business hours to ensure seamless support coverage.

Nice to have

Only if the source specifies preferred items, none are listed in the provided source text.

Practical notes

This role requires onsite presence in the New York, NY office during standard business hours. There is no sponsorship for this position, and candidates must have the right to work in the United States and New York, NY, without sponsorship. The engagement is full-time, and the position is part of Cape's mission to scale privacy-first infrastructure while maintaining rigorous security and compliance standards.