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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