IT Support Specialist - Remote

Overview

The IT Services and Support team is responsible for providing seamless, efficient, and reliable IT solutions across the organization. We handle frontline IT support, manage vendor relationships and equipment inventory, and continuously improve our processes and documentation to enhance the overall employee experience.

In Short

• Act as Frontline IT Support: Serve as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt and reliable resolution of employee requests.
• Manage Vendors and Equipment: Coordinate with vendors for procurement, repairs, and maintenance while managing hardware and software inventories to maintain secure, up-to-date, and standardized systems.
• Improve Support Systems and Processes: Collaborate with cross-functional teams to identify opportunities for improvement, support the creation and maintenance of repeatable workflows (such as onboarding and device imaging), and contribute innovative ideas during IT team meetings.

Requirements

• Have strong technical expertise in macOS (with a working knowledge of Windows as a plus), identity and device management (e.g., Azure AD, Jamf, Intune), and enterprise collaboration tools like Google Workspace, Office 365, Slack, and Atlassian products.
• Demonstrate excellent written and verbal communication skills, ensuring clarity and professionalism in both internal and external interactions.
• Excel at troubleshooting and problem-solving within Mac and macOS environments, ensuring smooth operations for users.
• Have experience orchestrating high-production all-hands events, managing the AV and technical aspects to ensure successful outcomes.
• Are experienced with ServiceNow, leveraging it for IT service management (ITSM) to streamline processes, track incidents, and ensure efficient support ticket handling and resolution.
• Are highly driven and motivated, with a proactive approach to problem solving and continuous improvement.
• Exhibit precision and attention to detail in your work, consistently delivering high-quality results.
• Possess a customer-first mindset and the ability to clearly articulate technical details to diverse audiences.
• Are proactive in process improvement and vendor management, with added value in mentoring junior team members, automating workflows via scripting or low-code tools, and managing IT projects as a bonus.

Benefits

• This role is based out of our New York, requires 5 days in office per week, and we offer relocation assistance to new employees.