IT Support Specialist II

RESPONSIBILITIES Provide dedicated onsite IT support for employees in the New York office. Manage, triage, update, and resolve daily support tickets through Jira. Troubleshoot issues related to laptops, operating systems, applications, access, Wi-Fi, VPN, peripherals, printers, and workplace tools. Support a primarily macOS environment, with additional support for ChromeOS and Windows. Support core applications including Jira, Okta, Google Workspace, Slack, and Zoom. Assist with login issues, MFA, password resets, application access, and general SaaS troubleshooting. Maintain and troubleshoot conference room and AV technology, including Zoom Rooms, displays, cameras, microphones, and hybrid meeting setups. Document ticket updates, troubleshooting steps, escalations, and resolutions clearly in Jira. Collaborate with Networking, Security, AV, Workplace, Infrastructure, and other cross-functional teams on escalations and projects. Support IT initiatives such as software rollouts, office technology improvements, AV upgrades, and process enhancements. Identify recurring issues and recommend improvements to improve the employee support experience.

We’re Excited About You Because You enjoy helping people solve technical problems. You thrive in a fast-paced, customer-focused support environment. You are comfortable providing onsite, hands-on support to employees. You have experience troubleshooting macOS, ChromeOS, Windows, iOS, and Android issues. You are familiar with workplace tools such as Jira, Okta, Google Workspace, Slack, and Zoom. You are comfortable using AI tools such as ChatGPT, Cursor, Claude, or similar platforms to improve productivity, documentation, and troubleshooting. You communicate clearly with both technical and non-technical users. You are organized, detail-oriented, and able to manage multiple tickets and priorities. You enjoy collaborating with IT teams and cross-functional partners to solve issues and improve processes. Desired Skills and Experience Minimum of 3 years of experience in technical support, desktop support, service desk, or IT operations. Experience managing IT support tickets through Jira or a similar ticketing system. Strong familiarity with macOS, ChromeOS, and Windows. Strong experience supporting Google Workspace, including Gmail, Drive, Docs, Sheets, Calendar, and Meet. Experience with Okta or similar identity management tools, including MFA, password resets, access issues, and login troubleshooting. Experience supporting Slack and Zoom, including user access, notifications, meetings, Zoom Rooms, and AV-related issues. Familiarity with AI tools such as ChatGPT, Cursor, Claude, or similar productivity platforms. Strong troubleshooting skills across laptops, peripherals, SaaS applications, Wi-Fi, VPN, and conference room technology. Ability to document technical issues clearly and consistently. Strong written and verbal communication skills. Strong customer service skills and ability to support users at all technical levels. Ability to work independently and collaboratively with cross-functional teams. Familiarity with Mosyle, Intune, Jamf, Kandji, or other MDM tools is a plus. Basic networking and AV troubleshooting experience is a plus. Ability to move equipment as needed, up to 50 lbs.