IT Support Specialist II

Overview

The IT Support Analyst will resolve a variety of technical problems, ensuring client employees remain productive and secure through world‑class technology support.

• Install, upgrade and support desktops/laptops, printers and other end‑user technology primarily in an Apple environment.
• Provide remote IT support (Slack, Jira, email) and in‑person support at the New York City location.
• Troubleshoot network connectivity in LAN/WAN environments and configure end‑user devices.
• Set up, maintain and troubleshoot Zoom rooms and other AV/video conference technology such as Zoom, Chrome Signage and Envoy.
• Onboard and train new employees on IT applications and security practices.
• Track and manage all assigned issues in Jira Service Desk.
• Administer cloud services including G Suite, Slack, Okta, Duo Security, Jira, Office 365 and others.
• Manage and troubleshoot the VOIP telephone system.
• Maintain an organized inventory of IT hardware and software assets.
• Ensure client machines meet security protocol standards.
• Respond to and resolve user‑reported issues promptly and efficiently.
• Escalate complex issues to higher‑level support teams as needed.
• Contribute to the creation and maintenance of IT documentation and knowledge base articles.
• Stay current with technology trends and best practices to deliver excellent service.

• Associate’s degree (A.A.) or equivalent from a two‑year college or technical school plus 3–5 years of related experience, or an equivalent combination of education and experience.
• Experience administering G‑Suite.
• Experience with Simple MDM.
• Support experience with Slack, Okta and enterprise environments.
• Support experience with Zoom and Zoom conference rooms.
• Experience with Atlassian JIRA/Confluence.
• Experience documenting repeatable processes.
• Familiarity with desktop and server operating systems.
• Exceptional interpersonal, listening and questioning skills.
• Strong research, analytical and problem‑solving abilities.
• Excellent customer service orientation.

• Salesforce administration experience.
• Knowledge of various operating systems, databases and programming languages.

Ability to perform office tasks, prolonged sitting or standing, moving between locations, use a computer, and communicate effectively. Positions may require occasional repetitive motion of wrists, hands or fingers.

$19.22 – $30.35 USD per hour (base pay only; does not include bonuses, benefits or other incentives).

• Medical (UHC – PPO, HSA, Surest options) or Kaiser (HMO for California employees only).
• Dental (UHC).
• Vision (UHC).
• Flexible Spending Accounts for Health & Dependent Care.
• Pre‑Tax Account for commuter, parking and transit (location‑specific).
• Continuing education and professional development (Udemy, Coursera).
• Corporate wellness program (Goomi Group).
• Employee assistance program (wellness days).
• 401(k) plan.
• Basic and supplemental life insurance.
• Short‑term and long‑term disability.
• Critical illness, critical hospital and voluntary accident insurance.
• Tuition reimbursement (available 6 months after start, capped).
• Paid time off (accrued, prorated, up to 120 hours annually).
• Paid holidays and other statutory leaves.