IT Support Engineer II

About the role

Reporting to the Manager, IT Support Engineering, this IT Support Engineer II will be a core member of our NYC-based IT team, owning A/V systems support, employee lifecycle management, and IT automation initiatives, while providing white-glove support to executive leadership. This is a full-time position based onsite 5 days per week at our NYC Office. Occasional travel may be required for team on-sites or satellite office support.

Responsibilities

• Own end-to-end A/V setup, maintenance, and troubleshooting for all conference rooms and event spaces, serving as the go-to expert for A/V systems and ensuring a seamless in-person and hybrid meeting experience for employees and leadership
• Manage the full employee lifecycle from an IT perspective, including onboarding and offboarding, access provisioning, and account deprovisioning across core systems
• Support asset management in collaboration with the team, including tracking, deployment, and quarterly inventory audits to maintain accurate hardware records
• Maintain proficiency with MDM solutions (JAMF or comparable) to troubleshoot technical issues and improve day-to-day quality of life for employees
• Build and maintain automations using low-code/no-code tools (e.g., Zapier, n8n, Okta Workflows) to streamline recurring IT processes and reduce manual ticket volume
• Help manage hardware lifecycle
• Provide white-glove and highly responsive IT support to executive leadership, anticipating needs and minimizing disruption
• Serve as an escalation point for Tier I & II support, providing advanced troubleshooting for complex hardware, software, and network issues
• Develop and maintain SOPs and knowledge base articles to document IT support workflows and best practices
• Proactively identify recurring issues and inefficiencies, and propose scalable process or automation improvements to reduce support burden

What Success Looks Like

• A/V uptime and meeting readiness: conference rooms are operational and incident-free for scheduled meetings
• Onboarding and offboarding requests completed accurately and within defined turnaround windows
• Asset inventory accuracy, verified through regular audits
• Reduction in manual/repetitive ticket volume through automation initiatives
• Executive support satisfaction, measured through direct feedback and responsiveness to leadership requests
• Ticket resolution times consistently meet or exceed defined SLA targets

Requirements

• 4-7+ years of experience in IT support, IT operations, or end-user support engineering
• Demonstrated fluency with AI tools (e.g., ChatGPT, Claude, Gemini) to increase speed, quality, and efficiency in day-to-day troubleshooting, documentation, and process improvement
• Strong, hands-on expertise with A/V systems and conference room technology
• Strong working knowledge of MDM platforms (JAMF or comparable)
• Hands-on experience with IAM/identity platforms such as Okta, including employee onboarding/offboarding and access reviews
• Experience building automations using low-code/no-code tools such as Zapier, n8n, or Okta Workflows
• Strong working knowledge of MacOS, Windows OS, iOS, and Android OS
• Experience managing hardware asset lifecycles, including procurement and vendor coordination
• Proven experience supporting executive/C-suite stakeholders with tact and responsiveness
• Proactive approach to project management and process improvement
• Strong working knowledge of Google Workspace, Slack, Zoom, and Atlassian products

Nice To Have

• Jamf 100 & Jamf 200 certifications
• Experience supporting a hybrid or multi-office environment
• Familiarity with ITIL frameworks or formal ticketing/service management practices
• Basic knowledge of scripting languages (e.g., Python, Bash, PowerShell)
• Prior experience in a fast-growth or high-ambiguity environment
• Localized network support experience
• Experience in a highly regulated HIPAA environment

Pay

The target base salary range for this position is $53.85 - $67.82 per hour, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts
• HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Competitive paid time off policies including vacation, sick leave and company holidays
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents
• Access to Noom, a weight management program tailored to your unique needs and goals
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year
• $200 per year donation matching to support your favorite causes