IT Support Associate

Workplace Type: We ask all employees to work a hybrid schedule, with a minimum 2x/week in their local office. We welcome employees to utilize office space more than that where possible.

As the IT Support Associate (Level
1) , you will be the front door and human face of our global IT Operations and Security team. This role is designed to own day-to-day user support end-to-end (triage, device provisioning, access management, and routine troubleshooting) ensuring our team receives fast, empathetic, and reliable help.

Whether you are early in your IT career (1 - 3 years) or a tech-obsessed self-starter looking for your first professional break, what matters most to us is your technical curiosity, problem-solving mindset, and willingness to learn. You don't need to know every tool in our stack on day one; we will train you on our systems and help build your foundation.

This role serves as a launchpad for your career in technology, with clear opportunities to grow toward either Systems Administration / IT Operations or Cybersecurity & Security Operations (SOC) as you demonstrate mastery of the core responsibilities.

First-Line Support & Daily Operations

• Own the Queue: Act as the primary contact for incoming IT requests via our ticketing system (Fresh service) and internal communication channels (Slack).
• Cross-Platform Support: Troubleshoot day-to-day hardware, software, and OS issues for both macOS and Windows workstations.
• Empathetic Communication: Translate technical solutions into simple, clear instructions for non-technical colleagues.

Device & User Lifecycle Management

• Joiners, Movers & Leavers: Manage the technical onboarding and offboarding lifecycle via Rippling (Identity/HR) and core SaaS applications.
• Hardware Operations: Prep, enroll, setup, ship, and wipe devices (macOS and Windows) using Mobile Device Management (MDM) platforms.
• Asset Tracking: Keep hardware inventory and license assignments accurate as assets move through their lifecycle.

Identity, Access & SaaS Management

• Provision, modify, and audit user accounts across core tools, including Google Workspace , 1
  
  Password ,
  RPass , and Zoom .
• Follow security-first practices for access management and password hygiene.

Basic Networking & L1 Security Operations

• Client Networking: Troubleshoot client-side network connectivity issues, including Wi-Fi, DNS, local IP routing, and remote access/VPN tools.
• L1 Security Hygiene: Perform initial triage on basic security alerts (EDR / web security), assist with phishing simulation follow-ups, ensure endpoint encryption/patch compliance, and elevate suspicious activity promptly to the security team.

Documentation & Knowledge Base

• Maintain clear runbooks and user-facing documentation to enable self-service where appropriate.

• Technical Aptitude & Curiosity: A strong foundational understanding of how computers, operating systems, and basic networks work, whether gained through early work experience, formal study, or hands-on homelabbing.
• Self-Starter Mindset: Proactive, methodical, and detail-oriented. You take ownership of a problem until it's solved, follow runbooks consistently, and know when to ask questions rather than guess.
• Communication
  
  Skills:
  
  Clear, patient, and empathetic verbal and written communication.
• OS Familiarity: Basic comfort with both macOS and Windows environments.

• Experience or familiarity with any of the tools in our core stack:
• MDMs: Workspace ONE, Jamf
• Identity & Directory: Rippling, Google Workspace Administration
• Endpoint Security / Networking: Crowd Strike, Zscaler
• Understanding of basic networking concepts (IP addresses, Subnets, DNS, DHCP, Wi-Fi standard troubleshooting).
• An interest in IT Security…