IT Operations Specialist Job New York New York USA,IT/Tech

Monitor and manage the Service Desk to prioritize and resolve Tier 1 & 2 support tickets
Troubleshoot break/fix issues, macOS, desktop/laptop/tablet/printer, drive, and account-access issues in person and remotely
Support end-to-end onboarding, provisioning, deprovisioning, and offboarding across Google Workspace, Slack, Office 365, and other enterprise software
Execute SSO configuration, SCIM provisioning, and physical device collection and delivery
Lead Day 1 technical onboarding for US staff by provisioning hardware and software access
Guide new hires through self-service resources, including the knowledge management system and internal app catalog
Maintain inventory of IT equipment, software, peripherals, spare units, and licenses
Oversee Mac setup, deployment, standard imaging, repairs, upgrades, and device shipping
Maintain and repair hardware as directed by the IT Manager
Use Addigy MDM for device provisioning, policy enforcement, patch management, and infrastructure security
Set up, maintain, and troubleshoot in-office AV equipment using HP Poly with Google Meet
Provide technical support during agency events
Document internal IT policies, procedures, and technical guides
Assist the IT Manager with daily administration, software/hardware upgrades, and technical projects
Keep the Guru internal knowledge management platform up to date and optimized
Perform additional responsibilities as assigned

Requirements

2+ years of hands-on IT support experience across Windows and macOS environments, ideally within a fast-paced or growing organization
Experience in Tier 1/2 troubleshooting
Experience with user onboarding/offboarding (JML processes)
Experience with identity management using Google Workspace and Office 365
Excellent interpersonal skills with the ability to explain technical concepts clearly to non-technical staff and deliver a high standard of customer support
Analytical mindset with the ability to manage tickets independently and document technical processes
Proven ability to pivot quickly and adapt to emerging tech solutions or internal workflow adjustments
Proactive mindset focused on troubleshooting and identifying technical issues before becoming widespread disruptions
Experience using AI tools to connect, automate, and streamline workflows is nice to have
An interest in content creation and/or the creator community is highly preferred

Core Competencies

Demonstrates expertise in IT support, particularly in managing Tier 1 and Tier 2 tickets, user onboarding/offboarding, and troubleshooting across Windows and macOS environments. Proficient in utilizing tools like Google Workspace, Office 365, and Addigy MDM for effective device management and support.

Highest-signal resume keywords

IT Support Experience
Tier 1/2 Troubleshooting
User Onboarding/Offboarding
Google Workspace Management
Addigy MDM Proficiency

ATS Optimization Keywords Hard Skills

Tier 1/2 Troubleshooting
User Onboarding/Offboarding
Identity Management
Device Provisioning
Technical Documentation
Hardware Repair
AV Equipment Setup
MacOS Support
Windows Support
Analytical Problem Solving

Soft Skills

Excellent Interpersonal Skills
Customer Support
Adaptability
Proactive Mindset
Clear Communication

Industry Keywords

IT Support
Service Desk
Technical Onboarding
JML Processes
Fast-Paced Environment

Tools & Technologies

Google Workspace
Office 365
Addigy MDM
HP Poly
Knowledge Management System
Slack
AV Equipment