IT Operations Specialist

Jobtailor

New York (NY)

On-site

USD 55,000 - 75,000

Full time

3 days ago

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Job summary

Jobtailor is seeking an IT Support Specialist in New York to manage the Service Desk, troubleshoot Windows/macOS issues, and support onboarding and offboarding across Google Workspace, Slack, and Office 365.

You will configure SSO/SCIM, provision devices, lead Day 1 onboarding, manage inventory, and maintain hardware and AV setup. Strong communication and proactive problem-solving are essential.

Qualifications

2+ years of hands-on IT support across Windows and macOS environments.
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.

Responsibilities

Monitor and manage the Service Desk to prioritize and resolve Tier 1 & 2 tickets.
Troubleshoot macOS, Windows, desktops/laptops/tablets/printers, drives, and account-access issues in person and remotely.
Support onboarding, provisioning, deprovisioning, and offboarding across Google Workspace, Slack, and Office 365.
Execute SSO configuration, SCIM provisioning, and device collection/delivery.
Lead Day 1 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, imaging, repairs, upgrades, and device shipping.
Maintain and repair hardware as directed by IT Manager.
Use Addigy MDM for device provisioning, policy enforcement, patch management, and 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 IT Manager with daily administration, software/hardware upgrades, and projects.
Keep Guru knowledge base up to date and optimized.
Perform additional responsibilities as assigned.

Skills

Windows Support

macOS Support

Tier 1/2 Troubleshooting

Onboarding/Offboarding (JML)

Google Workspace Management

Office 365 Management

Documentation

Proactive Troubleshooting

Tools

Addigy MDM

HP Poly

Knowledge Management System

Slack

Job description

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.

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