IT Operations & User Onboarding Specialist

Jobtailor; New York (NY); On-site; USD 55,000 - 75,000; Full time

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

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.