IT Support Administrator

Known; New York (NY); On-site; USD 95,000 - 110,000; Full time

Benefits offered by this job

Unlimited paid time off

401k with company matching

Generous medical plan

Paid parental leave

Job summary

Known is a modern marketing company in New York City seeking a technical IT professional to be the primary staff contact for technical assistance and to maintain hardware, software, and SaaS platforms. The role emphasizes user support, onboarding/offboarding, and contributing to automation to improve efficiency.

The position involves hybrid work with four days per week in the NYC office. The base salary ranges from $95,000 to $110,000, with additional Known benefits.

Qualifications

• Minimum 5 years IT and IT support experience.
• Hands-on IT support for macOS and Windows.
• Experience providing White Glove support to C‑level executives.
• Experience configuring and supporting Zoom Rooms and conference room AV.
• Familiarity with IAM (SSO, MFA, Entra ID) and endpoint management (Jamf, Intune).
• Experience with Google Workspace and Microsoft 365.
• Knowledge of ITIL service management and Jira Service Management.

Responsibilities

• Manage incoming IT support requests, triage, prioritize, and resolve tickets within the SLA.
• Provide hands-on and remote support for macOS and Windows devices, including setup and troubleshooting.
• Assist employees with Zoom, Slack, Google Workspace, Microsoft 365, and other tools.
• Run onboarding and offboarding, provisioning/deprovisioning accounts and devices.
• Manage Apple and Windows laptops and Apple mobile devices.
• Document fixes in a knowledge base for faster resolutions.

Skills

IT support

MacOS/Windows

SLA adherence

White Glove support

Documentation

Tools

Jira Service Management

Entra ID

Google Workspace

Microsoft 365

Jamf

Intune

Zoom Rooms

Lumos

Job description

Overview

Known is a modern marketing company engineered for the unprecedented opportunities and challenges facing marketers today. We are about 200+ people strong, pairing PhD data scientists with award-winning creatives, strategists, engineers and expert research teams to produce innovative and cutting-edge creative work. We believe that when creative truly collaborates with science, strategy, and technology, amazing things can happen.

We are seeking a technical IT professional who will serve as a primary point of contact for staff requiring technical assistance and maintain the operational integrity of hardware, software, and key SaaS platforms. The role prioritizes user support while overseeing onboarding and offboarding procedures and contributing to automation to improve operational efficiency.

Responsibilities

• Manage incoming IT support requests, triage, prioritize, and resolve tickets within the SLA.
• Provide hands-on and remote support for macOS and Windows devices, including 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 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.

SaaS Administration

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

Automation and AI

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

Qualifications

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

NICE TO HAVE

• 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
• 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
• Generous medical plan
• Paid parental leave

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.