Senior IT Support Engineer

About the role

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

Responsibilities

• Serve as a senior technical expert for complex endpoint, operating system, networking, and workplace technology issues.
• Engineer, maintain, and continuously improve endpoint technologies, operating system configurations, and workplace technology to enhance reliability, security, and employee productivity.
• Deliver exceptional white-glove technical support to remote and in-office employees.
• Perform root cause analysis on recurring issues and implement long-term solutions.
• Partner with Infrastructure, Security, and other IT teams to improve the employee technology experience.
• Manage the complete endpoint lifecycle, including procurement, deployment, configuration, inventory, repairs, decommissioning, and secure asset disposal.
• Administer Jamf or Kandji for macOS and Microsoft Intune for Windows.
• Maintain accurate asset inventory using Oomnitza or similar asset management platforms.
• Own the technical onboarding and offboarding experience, ensuring timely device provisioning, hardware readiness, and asset recovery.
• Prepare, configure, deploy, and recover employee equipment for both remote and in-office employees.
• Continuously improve onboarding and offboarding processes through automation, documentation, and operational best practices.
• Lead technical initiatives that improve endpoint management, workplace technology, automation, and operational maturity across the IT organization.
• Leverage AI tools such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar technologies to accelerate troubleshooting, scripting, and research while maintaining strict security, accuracy, and data privacy standards.
• Develop and maintain automation to eliminate manual effort and scale IT operations.
• Utilize scripting, workflow automation, and AI-assisted solutions to streamline endpoint management, onboarding, offboarding, and troubleshooting.
• Analyze support metrics, endpoint health, and employee feedback to drive process improvements and enhance the Digital Employee Experience (DEX).
• Evaluate and recommend new AI capabilities that modernize IT operations and improve employee productivity.
• Create and maintain technical documentation, knowledge articles, troubleshooting guides, and standard operating procedures.
• Maintain self-service resources that empower employees to resolve common issues independently.
• Drive improvements in support processes, documentation, endpoint management, and operational efficiency.
• Champion best practices in technical support, documentation, automation, and customer service.
• In-Office Expectation: 2 days per week.

Qualifications

• 5+ years of professional IT Support experience in a startup, technology, or enterprise environment.
• Experienced in managing complex endpoint technologies and driving operational improvements.
• Excellent customer service, communication, analytical, and problem-solving skills.
• Strong system thinking, critical thinking and problem-solving skills.
• Hands-on experience using AI assistants such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools to improve technical troubleshooting, documentation, scripting, research, and operational efficiency.
• Demonstrated ability to critically evaluate AI-generated recommendations while maintaining security, accuracy, and data privacy standards.
• Experience supporting endpoint technologies in a cloud-first enterprise environment utilizing platforms such as Okta, Google Workspace, Slack, Jira, Confluence, Zoom, 1Password, and Oomnitza.
• Working knowledge of scripting and non-code automation tools, including using PowerShell, Bash, Zapier, N8N.
• Strong understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and endpoint troubleshooting.
• Experience managing hardware assets and inventory throughout the endpoint lifecycle.