Senior IT Support Specialist

About the role

The IT Support Specialist is a hands-on, on-site role supporting both NYC and NJ office locations. This position provides comprehensive endpoint, infrastructure, and data center support while delivering exceptional in-person and remote user experiences.

Key Responsibilities

• Respond to and manage IT support requests across multiple channels (Slack, ticketing systems, in-person, and remote platforms).
• Deliver high-quality in-person and remote technical support across office and distributed environments.
• Troubleshoot complex hardware and software issues across Windows and Mac platforms.
• Perform remote troubleshooting and support for global users.
• Monitor remote support channels to ensure timely issue resolution.
• Document, update, and manage ticket lifecycle through resolution.
• Manage full user lifecycle processes, including onboarding, offboarding, and internal transfers.
• Provision and decommission user accounts, endpoints, and access rights.
• Configure and deploy Windows and Mac workstations for new hires.
• Perform workstation upgrades, refreshes, and hardware repairs.
• Care for IT equipment shipping and logistics for remote employees.
• Provide Zoom Room and video conferencing support, including setup, troubleshooting, and ongoing maintenance.
• Ensure conference room AV systems operate reliably and are optimized for hybrid collaboration.
• Support meeting infrastructure during executive and high-visibility events as needed.
• Deliver infrastructure support, including networking and endpoint hardware troubleshooting.
• Diagnose and resolve network connectivity issues (wired and wireless).
• Support server environments and assist with basic server troubleshooting and maintenance.
• Collaborate with cross-functional and global infrastructure teams.
• Interact with IT leadership, including presenting project status and results.
• Work effectively across time zones and global teams.
• Demonstrate flexibility in supporting both NJ and NYC office locations as business needs require.

About You

• Minimum 3+ years of experience as a Desktop Support Engineer or IT Support Technician.
• Experience with JAMF and/or Microsoft Intune for endpoint management.
• Solid understanding of networking fundamentals and endpoint hardware.
• Experience supporting server environments and data center hardware.
• Hands-on experience with physical tape library support preferred.
• Proven infrastructure troubleshooting capability.
• Experience managing Zoom Rooms or enterprise video conferencing systems.
• Demonstrated ability to handle multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Effective interpersonal and collaboration skills.
• Adaptability and operational flexibility.
• Willingness to work across time zones and support two office locations (NJ/NYC).

What's Next...

After you submit your application, you can expect the following steps in the recruitment process:

• Recruiter Interview (Virtual)
• Panel Interview with peers (Virtual)
• Hiring Manager (Virtual)
• Interview with Senior Leadership (Virtual)
• Final Interview with Senior Leadership (Virtual)

Compensation Range

The annual base salary for this position is expected to be between $80,000 and $100,000. Base salary is one component of Gen's total compensation package, which includes 401(k) match, health insurance options, disability coverage, life insurance, and unlimited paid time off. Actual salaries will vary based on a candidate’s qualifications, experience, skills, and competencies related to the role.