IT Support Administrator

twentysix; New York; Hybrid; GBP 70,964 - 82,168; Full time

Benefits offered by this job

Unlimited paid time off

401k with company matching

Annual bonuses

Generous medical plan

Paid parental leave

Job summary

Known is seeking an experienced IT support professional to act as the primary contact for staff, maintaining hardware, software, and SaaS platforms while overseeing onboarding/offboarding. You’ll provide frontline support for macOS and Windows, assist with Zoom and Google/Microsoft 365, and help build automation to streamline tasks.

The role is hybrid, with 4 days/week in the NYC office. Base salary is $95k–$110k, plus eligible Known benefits, reflecting your 5+ years of IT experience.

Qualifications

• Minimum 5 years IT and IT support experience.
• Hands-on experience in an IT support or helpdesk role supporting both macOS and Windows.
• Experience supporting C-Level executives and 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 ID) 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 a similar platform.
• Clear written communication for documentation and user-facing help.

Responsibilities

• Frontline IT support: triage, prioritize, and resolve tickets within the SLA.
• Provide hands-on and remote support for macOS and Windows devices.
• Assist employees with 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.

Skills

IT support

Mac & Windows support

White Glove support

Documentation

Written communication

ITIL knowledge

Tools

Google Workspace

Microsoft 365

Entra ID

Jamf

Intune

Zoom Rooms

Jira Service Management

Atlassian suite

Lumos

N8N

Claude AI

Job description

BUT ENOUGH ABOUT US, LET'S TALK ABOUT YOU

You will serve as a primary point of contact for staff requiring technical assistance. In this role, you will be responsible for maintaining the operational integrity of hardware, software, and key SaaS platforms, while overseeing the comprehensive lifecycle of onboarding and offboarding procedures. This position prioritizes user support, with the remaining time allocated to assisting with the administration of SaaS environments and developing process automations designed to enhance operational efficiency and reduce repetitive tasks.

WHAT YOU’LL DO

Frontline support

• As a key member of the IT Support team, manage incoming requests. Triage, prioritize, and resolve tickets within the SLA.
• Provide hands‑on and remote support for macOS and Windows devices, covering 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 fully 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 across the team.

SaaS administration

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

Automation and AI

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

WHO YOU ARE AND WHAT YOU HAVE

• Minimum 5 years IT and IT support experience
• Hands‑on experience in an IT support or helpdesk role supporting both macOS and Windows.
• Experience supporting C‑Level executives and 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 ID) 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 a similar platform.
• Clear written communication for documentation and user‑facing help.

NICE TO HAVE

• Jira Service Management/Atlassian admin experience
• 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.
• Agile project management experience.
• Zoom administration

ADDITIONAL INFORMATION

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

SOME OF OUR PERKS

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

ONE LAST THING TO ASK YOURSELF

All this might sound great, but you’re probably still wondering, “Would I be a good fit for Known?” or “Would Known be a good fit for me?” Our culture is propped up by four values that we aspire to every day: We are one team. We see the good. We never stop learning. There’s always a better way. At Known we are setting out to build something more than just a company. We are building a legacy filled with exceptionally talented people with a kaleidoscope of backgrounds, experiences, and origin stories who feel encouraged and empowered to bring their whole selves to work, and to partner with us in molding and shaping our culture through our values.

Known is an equal opportunity employer and does not discriminate against employees or qualified job applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or locally protected class.

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.