IT Support Specialist

Paths Management is a full-scale, vertically integrated affordable housing developer, builder, and operator. Since 2004, the Paths team has been on a journey of growth, creating and preserving high-quality, affordable housing across the U.S. With over 16,000 units across 13 states under management and more than 600 employees, Paths manages a suite of capabilities spanning the entire property life cycle, including development, construction, property management, maintenance, and security.

The IT Support Specialist provides responsive frontline technology support for employees through phone, ticket, remote, and in-person channels. Operating above a basic entry-level help desk function, the role resolves a broad range of Tier 1 and selected Tier 2 issues, owns tickets through resolution or effective escalation, supports corporate office technology, and assists with employee lifecycle and device activities. Two IT Support Specialists provide mutual daily coverage and work closely with the End User Technology Specialist to maintain continuity during absences, onboarding surges, and peak demand.

Non-Exempt

New York, NY 10022

Three (3) days in office and Two (2) days remote

• Serve as a primary point of contact for technology support through phone, ticket, remote-support, email, and walk-up channels.
• Troubleshoot and resolve Tier 1 and selected Tier 2 issues involving Windows computers, Microsoft 365 applications, printers, peripherals, mobile devices, connectivity, collaboration tools, and approved business applications.
• Provide responsive on-site support for the corporate office, including conference rooms, meeting technology, workstations, equipment swaps, and user-impacting incidents.
• Own assigned tickets through resolution, documentation, user communication, validation, and closure; elevate effectively when specialist-level support is required.
• Prioritize work based on impact, urgency, service expectations, and business needs while maintaining professional and clear user communication.
• Identify recurring issues and contribute to root-cause analysis, knowledge articles, self-service guidance, and support-process improvements.

• Assist the End User Technology Specialist with employee onboarding and offboarding activities, including account readiness, equipment staging, deployment, recovery, and checklist completion.
• Configure, deploy, replace, and support company laptops, desktops, mobile phones, peripherals, and approved accessories using established standards and procedures.
• Perform approved basic user-administration tasks such as user-account creation, license assignment, group or application access requests, password assistance, and standard permission changes.
• Maintain accurate asset, assignment, inventory, loaner, shipping, recovery, and disposal records.
• Support device refreshes, office moves, transition activities, application rollouts, and other departmental projects as assigned.
• Provide mutual coverage with the other IT Support Specialist across phone, ticket, walk-up, and corporate-office support responsibilities.
• Provide reciprocal coverage with the End User Technology Specialist for routine onboarding, offboarding, device deployment, and end-user operations.
• Escalate Microsoft 365, endpoint-management, identity, SaaS, network, security, and infrastructure issues to the appropriate specialist with complete troubleshooting notes and business-impact context.
• Coordinate field-service requests with All IT and other approved providers when hands-on support is required outside the corporate office.
• Follow established security, privacy, documentation, change, approval, and access-control procedures.
• Participate in cross-training, knowledge transfer, team meetings, and continuous-improvement initiatives.

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
• Seven or more years of progressive information technology experience, including at least two years of people-management or team-lead responsibility.
• Demonstrated experience managing IT operations, service desk functions, escalations, service metrics, and support processes.
• Demonstrated project-management experience involving infrastructure deployments, office or property openings,…