IT Support Specialist

Paths Management Services LLC; New York (NY); Hybrid; USD 70,000 - 78,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

Flexible PTO

12 Paid Company Holidays

Disability & Life Insurance

Employee Referral Program

Employee Assistance Program

Job summary

Paths Management Services LLC in New York, NY seeks an IT Support Specialist to deliver frontline technology support for employees across phone, tickets, remote, and in-person channels. You will handle Tier 1 and some Tier 2 issues, manage tickets to resolution, support Windows devices, Microsoft 365 apps, printers, and meeting tech, and collaborate with the End User Technology Specialist.

The role is non-exempt with a Hybrid schedule: three days in office, two remote, and requires strong

Qualifications

• Bachelor's degree in IT, CS, business, or related field preferred; equivalent experience will be considered.
• Seven+ years IT experience with at least two years in people management or team lead roles.
• Proven IT operations, service desk, escalations, and metrics management experience.
• Experience with Microsoft 365, Entra ID, Intune, Exchange Online, and endpoint management.

Responsibilities

• Serve as a primary contact for technology support via phone, ticket, remote, email, and walk-up.
• Troubleshoot Tier 1 and selected Tier 2 issues on Windows devices and collaboration tools.
• Provide on-site support for the corporate office and conference rooms.
• Own tickets through resolution and escalate when needed with clear documentation.
• Assist with onboarding/offboarding and asset tracking of devices.

Skills

Customer service

Communication

Problem solving

Vendor management

Documentation

Education

Bachelor's degree preferred

Associate degree preferred

Tools

Microsoft 365

Entra ID

Intune

Exchange Online

Windows endpoints

Networking

VPNs

Monitoring tools

Job description

Paths Management is a full-scale, vertically integrated affordable housing developer, builder, and operator. Since 2004, the Paths team has been on a journey of growth, creating and preserving high-quality, affordable housing across the U.S. With over 16,000 units across 13 states under management and more than 600 employees, Paths manages a suite of capabilities spanning the entire property life cycle, including development, construction, property management, maintenance, and security.

Summary/Objective:

The IT Support Specialist provides responsive frontline technology support for employees through phone, ticket, remote, and in-person channels. Operating above a basic entry-level help desk function, the role resolves a broad range of Tier 1 and selected Tier 2 issues, owns tickets through resolution or effective escalation, supports corporate office technology, and assists with employee lifecycle and device activities. Two IT Support Specialists provide mutual daily coverage and work closely with the End User Technology Specialist to maintain continuity during absences, onboarding surges, and peak demand.

Classification:

Non-Exempt

Location

New York, NY 10022

Hybrid Schedule

Three (3) days in office and Two (2) days remote

Essential functions/Responsibilities: duties include but are not limited to the following:

Service Desk & User Support

• Serve as a primary point of contact for technology support through phone, ticket, remote-support, email, and walk-up channels.
• Troubleshoot and resolve Tier 1 and selected Tier 2 issues involving Windows computers, Microsoft 365 applications, printers, peripherals, mobile devices, connectivity, collaboration tools, and approved business applications.
• Provide responsive on-site support for the corporate office, including conference rooms, meeting technology, workstations, equipment swaps, and user-impacting incidents.
• Own assigned tickets through resolution, documentation, user communication, validation, and closure; elevate effectively when specialist-level support is required.
• Prioritize work based on impact, urgency, service expectations, and business needs while maintaining professional and clear user communication.
• Identify recurring issues and contribute to root-cause analysis, knowledge articles, self-service guidance, and support-process improvements.

Employee Lifecycle & Device Support

• Assist the End User Technology Specialist with employee onboarding and offboarding activities, including account readiness, equipment staging, deployment, recovery, and checklist completion.
• Configure, deploy, replace, and support company laptops, desktops, mobile phones, peripherals, and approved accessories using established standards and procedures.
• Perform approved basic user-administration tasks such as user-account creation, license assignment, group or application access requests, password assistance, and standard permission changes.
• Maintain accurate asset, assignment, inventory, loaner, shipping, recovery, and disposal records.
• Support device refreshes, office moves, transition activities, application rollouts, and other departmental projects as assigned.
• Provide mutual coverage with the other IT Support Specialist across phone, ticket, walk-up, and corporate-office support responsibilities.
• Provide reciprocal coverage with the End User Technology Specialist for routine onboarding, offboarding, device deployment, and end-user operations.
• Escalate Microsoft 365, endpoint-management, identity, SaaS, network, security, and infrastructure issues to the appropriate specialist with complete troubleshooting notes and business-impact context.
• Coordinate field-service requests with All IT and other approved providers when hands-on support is required outside the corporate office.
• Follow established security, privacy, documentation, change, approval, and access-control procedures.
• Participate in cross-training, knowledge transfer, team meetings, and continuous-improvement initiatives.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
• Seven or more years of progressive information technology experience, including at least two years of people-management or team-lead responsibility.
• Demonstrated experience managing IT operations, service desk functions, escalations, service metrics, and support processes.
• Demonstrated project-management experience involving infrastructure deployments, office or property openings, migrations, acquisitions, dispositions, or comparable transitions.
• Broad hands-on experience across Microsoft 365, Entra ID, Intune, Exchange Online, Windows endpoints, networking, firewalls, VPNs, and monitoring tools.
• Ability to work collaboratively with specialist roles and provide credible technical redundancy across digital workplace and network functions.
• Strong vendor-management, stakeholder-communication, documentation, prioritization, and problem-solving skills.
• Ability to manage competing priorities, lead through service disruptions, maintain continuity during leadership absences, and recognize when decisions require executive escalation.
• Preferred certifications include ITIL Foundation, Microsoft 365 or Azure certifications, Network+, Security+, CCNA, PMP, or comparable credentials.

Documentation & Service Quality

• Maintain complete and accurate ticket notes, troubleshooting steps, resolution details, equipment records, and user communications.
• Create and update user guides, standard operating procedures, checklists, and knowledge-base articles.
• Meet established service expectations for responsiveness, ownership, communication, documentation, and customer service.
• Safeguard company information, credentials, devices, and systems and promptly report suspected security incidents.

Requirements:

• Two or more years of experience in help desk, service desk, desktop support, technical support, or a comparable end-user technology role preferred.
• Working knowledge of Windows 10/11, Microsoft 365 applications, basic Entra ID or Active Directory administration, printers, mobile devices, conferencing technology, and common business applications.
• Experience using a ticketing system and remote-support tools, with demonstrated ownership of issues through resolution or escalation.
• Ability to perform structured troubleshooting across hardware, software, account, access, network-connectivity, and peripheral issues.
• Strong customer-service orientation, written and verbal communication skills, attention to detail, and ability to explain technical information clearly.
• Ability to manage competing priorities, remain effective during high-volume periods, and work both independently and collaboratively.
• Ability to handle company equipment and perform routine physical activities associated with device deployment, workstation setup, packing, and inventory.
• Associate degree, technical training, or equivalent experience preferred. CompTIA A+, Network+, Microsoft Fundamentals, or comparable certifications are preferred but not required.

Salary Range: $70,000 - $78,000

Benefits:

• Medical Insurance: 100% of medical benefits paid for employees only
• Voluntary dental and vision plan options
• Flexible Paid Time Off
• 12 Paid Company Holidays
• FSA, Dependent Care, and Commuter Benefits
• Voluntary short-term disability, long-term disability, life insurance, dependent coverage
• Voluntary accident insurance, critical Illness insurance, and hospital indemnity Insurance
• Company paid Executive Whole Life Insurance coverage
• Employee Referral Program
• Employee Assistant Program (EAP)

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Position IT Support Specialist

Number of Openings 1

Location Paths Management Services LLC

This position is currently accepting applications.