IT Support Administrator

Overview

Known is a modern marketing company engineered for the unprecedented opportunities and challenges facing marketers today. We are about 200+ people strong, pairing PhD data scientists with award-winning creatives, strategists, engineers and expert research teams to produce innovative and cutting-edge creative work. We believe that when creative truly collaborates with science, strategy, and technology, amazing things can happen.

We are seeking a technical IT professional who will serve as a primary point of contact for staff requiring technical assistance and maintain the operational integrity of hardware, software, and key SaaS platforms. The role prioritizes user support while overseeing onboarding and offboarding procedures and contributing to automation to improve operational efficiency.

• Manage incoming IT support requests, triage, prioritize, and resolve tickets within the SLA.
• Provide hands-on and remote support for macOS and Windows devices, including setup, deployment, troubleshooting, and repair coordination.
• Assist employees with day-to-day issues across Zoom, Slack, Google Workspace, Microsoft 365, and other tools.
• Run onboarding and offboarding end-to-end: provision accounts, devices, and access for new hires, and deprovision when employees exit.
• Manage and troubleshoot Apple and Windows laptops and Apple mobile devices.
• Identify recurring problems and document fixes in a shared knowledge base for faster resolution.

• With the Infrastructure team, perform basic administration across our SaaS infrastructure (Slack, Google Workspace, Microsoft 365, Entra , Atlassian suite).
• Manage user access and group membership, including App provisioning through Lumos and Entra .
• Keep configuration and change work aligned with ITIL practices.

• Identify manual processes that can be automated and propose solutions.
• Build and maintain workflow automations to remove repetitive support and provisioning tasks.

• Minimum 5 years IT and IT support experience.
• Hands-on experience in IT support or helpdesk role supporting macOS and Windows.
• Experience supporting C-Level executives with “White Glove” support.
• Experience supporting conference room AV hardware and software, in particular Zoom Rooms.
• Familiarity with identity and access management (SSO, MFA, Entra ) and endpoint management (Jamf, Intune).
• Familiarity administering Google Workspace and Microsoft 365.
• Working knowledge of ITIL service management and ticket-based support in Jira Service Management or similar.
• Clear written communication for documentation and user-facing help.

• Experience with Lumos
• Hands-on work building automations in N8N or comparable tools
• Experience using Claude or other AI tools in a support or operations setting
• Zoom administration

• Hours:
  
  9:00 a.m. – 6:00 p.m.
• Hybrid: 4 days/week in NYC Office

• Unlimited paid time off
• 401k with company matching and no vesting period
• Generous medical plan
• Paid parental leave

The base salary for this position is $95k-$110k.

This range is posted in compliance with state and municipal Pay Transparency laws. In addition to base compensation, this role is eligible to receive additional Known benefits.