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About the Role

As a Senior IT Support Associate, you'll serve as the primary IT contact for our New York City office. You'll own frontline support, manage hardware logistics, and contribute to IT roadmap initiatives-all while maintaining high standards of responsiveness and execution. You'll thrive in this role if you take initiative, move quickly, and enjoy balancing operational excellence with small but high-impact technical projects. You'll also partner closely with IT teammates and ensure seamless support coverage and alignment across coasts. You'll have a direct impact on the IT Support roadmap and quarterly planning cycles, and will have opportunities to shape and elevate the employee IT experience.

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

What You'll Accomplish

• 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

Your Expertise

• 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
• Ability 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

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

• The US base salary range for this full-time position is $100,000 - $125,000 annually + equity + benefits
• Our salary ranges are determined by role, level and location

#LI-HB1 

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