Senior IT Support Associate

About the role

Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues.
Resolve support tickets in Jira Service Management promptly, meeting SLA targets.
Unblock users who are looking to get the most out of our enterprise productivity tech stack, with great technical advice, partnership, and configuration changes.
Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles.
Manage asset workflows - process hardware returns, maintain inventory, and handle e-waste.
Participate in weekly sprint planning, owning 1-2 sprint tasks per cycle.
Escalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teams.
Keep tickets and documentation current to ensure visibility and cross-team alignment.
Identify and drive process improvements to increase team efficiency and user satisfaction.

Responsibilities

• Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues
• Resolve support tickets in Jira Service Management promptly, meeting SLA targets
• Unblock users who are looking to get the most out of our enterprise productivity tech stack, with great technical advice, partnership, and configuration changes
• Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles
• Manage asset workflows - process hardware returns, maintain inventory, and handle e-waste
• Participate in weekly sprint planning, owning 1-2 sprint tasks per cycle
• Escalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teams
• Keep tickets and documentation current to ensure visibility and cross-team alignment
• Identify and drive process improvements to increase team efficiency and user satisfaction

Requirements

• 4-5+ years of IT Support experience. Ideally in a hybrid or remote-first environment
• Strong troubleshooting skills across macOS hardware, Zoom - AV systems, and networking
• Proven track record of execution and ownership—you take initiative and follow through
• Confident being the on-site point of contact, with strong communication and collaboration skills
• Able to effectively collaborate with West Coast IT peers, ensuring alignment across time zones and seamless end-user support
• Experience with Okta, Google workspace Admin, Jira, Slack, and MDM tools such as Jamf and Intune
• Experience with automation, low-code, or vibe coding platforms (Zapier, Claude Code, Codex, Replit, etc.)
• Ability to stay composed and effective in a fast-paced environment

Qualifications

• High school diploma or equivalent
• Basic understanding of IT infrastructure and operations
• Experience with Microsoft Office Suite

Skills

• Technical problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Knowledge of ITIL best practices

Benefits

• Competitive perks and benefits, including health & wellness programs and equity

Pay

• The US base salary range for this full-time position is $100,000 - $125,000 annually + equity + benefits

Schedule

• This hybrid role requires on-site presence Tuesday through Thursday, from 9 AM to 6 PM EST