Senior IT Support Associate
About the Role
As a Senior IT Support Associate, you’ll serve as the primary IT contact for our New York City office. You’ll own frontline support, manage hardware logistics, and contribute to IT roadmap initiatives—all while maintaining high standards of responsiveness and execution. You’ll thrive in this role if you take initiative, move quickly, and enjoy balancing operational excellence with small but high-impact technical projects. You’ll also partner closely with IT teammates and ensure seamless support coverage and alignment across coasts. You’ll have a direct impact on the IT Support roadmap and quarterly planning cycles, and will have opportunities to shape and elevate the employee IT experience.
This hybrid role requires on-site presence Tuesday through Thursday, from 9 AM to 6 PM EST
What You’ll Accomplish
Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues
Resolve support tickets in Jira Service Management promptly, meeting SLA targets
Unblock users who are looking to get the most out of our enterprise productivity tech stack, with great technical advice, partnership, and configuration changes
Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles
Manage asset workflows - process hardware returns, maintain inventory, and handle e-waste
Participate in weekly sprint planning, owning 1-2 sprint tasks per cycle
Escalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teams
Keep tickets and documentation current to ensure visibility and cross-team alignment
Identify and drive process improvements to increase team efficiency and user satisfaction
Your Expertise
4-5+ years of IT Support experience. Ideally in a hybrid or remote-first environment
Strong troubleshooting skills across macOS hardware, Zoom - AV systems, and networking
Proven track record of execution and ownership—you take initiative and follow through
Confident being the on-site point of contact, with strong communication and
collaboration skills
Ability to effectively collaborate with West Coast IT peers, ensuring alignment across
time zones and seamless end-user support
Experience with Okta, Google workspace Admin, Jira, Slack, and MDM tools such as
Jamf and Intune
Experience with automation, low-code, or vibe coding platforms (Zapier, Claude Code,
Codex, Replit, etc.)
Ability to stay composed and effective in a fast-paced environment
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
The US base salary range for this full-time position is $100,000 - $125,000 annually + equity + benefits
Our salary ranges are determined by role, level and location
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