IT Support Specialist

About the role

We are currently looking for a talented and motivated internal IT Support Specialist that has a desire to work in a fast-paced environment.

Job Responsibilities

• Provide on-site support in our NYC office and remote support to employees across the organization.
• Support Windows laptops, workstations, mobile devices, printers, meeting rooms, video-conferencing solutions, peripherals, and other end-user technologies.
• Respond to end-user tickets and service requests in a timely, professional, and customer-focused manner.
• Handle incidents and service requests through the IT ticketing system, ensuring proper tracking, documentation, and follow-up.
• Manage user accounts, groups, permissions, and access in Microsoft Entra ID / Azure AD and Active Directory.
• Support employee onboarding, role changes, and offboarding processes in line with internal policies and security requirements.
• Install, configure, troubleshoot, and maintain end-user applications and technologies, including Microsoft Outlook, Teams, OneDrive, Microsoft Office applications, VoIP solutions, antivirus, and EDR tools.
• Prepare, configure, manage, and hand over IT equipment to new and existing employees according to best practices and internal standards.
• Utilize MSP tools for remote access, monitoring, and centralized endpoint management.
• Escalate complex technical issues to infrastructure, security, or external vendor teams when appropriate, while maintaining ownership and communication with end users.
• Create, maintain, and update technical documentation, including user guides, internal playbooks, troubleshooting procedures, and knowledge base articles.
• Ensure a high level of end-user satisfaction through excellent communication, professionalism, ownership, and a proactive service mindset.
• Participate in regular Internal IT department meetings and contribute to continuous improvement of IT support processes.
• Stay current with industry trends, technology updates, and best practices relevant to IT support and end-user services.

Job Requirements

• Minimum of 3 years of experience in an end-user-facing technical support role.
• Bachelor’s degree in a related technical discipline, or equivalent training and experience, preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Hands-on experience supporting Microsoft Windows 11, macOS, iOS, and Android devices.
• Basic experience with Windows Server, Active Directory, Group Policy, Microsoft 365, Azure, user accounts, groups, and permissions.
• Hands-on experience with cybersecurity solutions, including antivirus and/or EDR endpoint protection tools.
• Ability to diagnose and resolve hardware, software, connectivity, and access-related issues both on-site in our NYC office and remotely using remote support tools.
• Experience setting up and troubleshooting printers and multifunction devices.
• Experience with desktop and laptop hardware upgrades; server hardware experience is a plus.
• Experience with desktop imaging software is a plus.
• Able to prioritize tasks, manage time effectively, and work in a fast-paced support environment.
• Passion for delivering an excellent end-user experience.
• Excellent written and verbal communication skills with a service-oriented mindset.
• Strong documentation skills, including the ability to create and maintain clear technical procedures and support notes.
• Microsoft, VMware, Cisco, Citrix, or security-related certifications are a plus.

Customer Requirements

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.
• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator – Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

• Base salary range: $60,000 to $80,000.
• This position is also eligible for a bonus in accordance with the terms of the Company's plan.
• Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary.
• Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.
• Benefits We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:
• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retail Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.