IT Support Specialist

About the role

You will act as the primary frontline technical expert for our teams, owning the full spectrum of employee device and user support across our offices. In this position, you take ownership of ensuring that hardware, software, and network issues are resolved quickly and professionally, minimizing disruption to daily work. You will be responsible for managing the entire device lifecycle, from initial unboxing and configuration through deployment, ongoing maintenance, and eventual retirement or trade-in. This role requires you to build and maintain robust processes for onboarding, offboarding, and imaging so that workflows are repeatable, scalable, and reliable as the company grows. You will partner closely with People Operations and Security to align IT initiatives with employee experience goals and security best practices. A core part of the role is implementing light automations and clear documentation that reduce manual effort and empower employees to solve common issues independently. You will also coordinate vendor relationships, ensuring procurement, repairs, and maintenance are handled efficiently and inventories remain accurate and secure. Ultimately, you will proactively identify opportunities to improve systems, processes, and the overall employee experience before issues escalate.

Key facts

What you'll do

• Act as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt, reliable resolution of employee requests and a consistently great support experience.
• Partner with cross-functional teams to identify opportunities for improvement, build and maintain repeatable workflows like onboarding and device imaging, and bring fresh ideas to the table in team meetings.
• Work closely with Security, Facilities, People Ops, and other teams to ensure seamless employee experiences, clearly articulating issues, solutions, and timelines to both technical and non-technical stakeholders.
• Coordinate with vendors for procurement, repairs, and maintenance while keeping hardware and software inventories accurate, secure, and standardized.
• Be a key part of the new hire experience from device setup through day-one orientation, ensuring every employee hits the ground running smoothly.
• Procure, configure, and deploy laptops, monitors, and peripherals; coordinate upgrades, trade-ins, and refresh cycles; and keep devices enrolled in security and MDM tools.
• Keep local systems running, including WiFi, conferencing gear, printers, and internal dashboards, coordinating with vendors or building management as needed.
• Implement light automations to reduce manual work, manage software updates and provisioning, and create clear technical guides for employees to follow.
• Set up and manage AV, video conferencing, and live technical support for all-hands meetings, off-sites, and company events to ensure smooth execution.
• Maintain detailed records of support activities, inventory changes, and vendor interactions to support audits, planning, and continuous improvement.
• Escalate complex issues to appropriate engineering or vendor teams, providing detailed context and follow-up to ensure timely resolution.
• Contribute to the development of IT policies, standards, and playbooks that reflect best practices and support secure, efficient operations.
• Monitor system health and device performance, proactively identifying and addressing potential issues before they impact productivity.
• Support continuous improvement initiatives by gathering feedback from employees and stakeholders and translating it into actionable IT improvements.

Requirements

• 1-3 years of experience in IT support, technical support, or a related role, with a desire to grow into systems administration, automation, infrastructure, and process improvement.
• Strong expertise supporting macOS environments, with working knowledge of Windows systems as a plus.
• Experience with identity and device management platforms such as Mosyle, Jamf, Hexnode, or similar MDM solutions.
• Familiarity with enterprise collaboration and productivity tools, including Google Workspace and Slack.
• Understanding of identity and access management concepts, including Okta, SSO provisioning, and user lifecycle management.
• A customer-first mindset and a passion for delivering exceptional employee support experiences, genuinely enjoying helping people solve problems and building trust through responsive, thoughtful service.
• Strong interpersonal skills and the ability to remain professional, empathetic, and solutions-oriented when supporting employees across all levels of the organization.
• Proven troubleshooting and problem-solving skills, with the ability to diagnose issues accurately, research solutions, and implement effective fixes in a timely manner.
• Comfort working in a fast-paced, dynamic environment where priorities can change quickly and adaptability is essential.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical colleagues.
• High attention to detail and strong organizational skills to manage multiple tasks, track issues, and maintain accurate records.
• Ability to manage vendor relationships and coordinate with external partners to resolve technical and logistical challenges.
• Commitment to following established IT processes while seeking thoughtful opportunities for improvement and efficiency gains.

Nice to have

• Experience supporting hybrid work models and remote employee technology needs.
• Familiarity with security and compliance best practices related to device management and data protection.
• Basic scripting or automation experience to streamline repetitive IT tasks.

Practical notes

This is a full-time onsite role based in New York City. The position requires presence in the office to support in-person collaboration, events, and infrastructure responsibilities. There may be requirements for after-hours or weekend support during critical incidents or scheduled maintenance. Candidates must be eligible to work in the United States without sponsorship at this time.