Senior IT Support Associate

Attentive; New York (NY); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Competitive perks and benefits

Job summary

Attentive is seeking a Senior IT Support Associate to be the primary IT contact for our New York City office in a hybrid role. This on-site position runs Tuesday through Thursday 9 AM–6 PM EST and emphasizes fast, reliable support and operational excellence.

You’ll own frontline tasks for AV, network, hardware, access issues, and Jira Service Management tickets, while partnering with Office Ops, Engineering, and Security to improve end-user experience across time zones.

Qualifications

• 4-5+ years IT Support experience, hybrid or remote-friendly environment preferred.
• Strong troubleshooting across macOS hardware, AV systems, networking.
• Proactive, takes initiative, and ownership of tasks.
• On-site point of contact with solid communication and collaboration skills.
• Experience with Okta, Google Workspace Admin, Jira, Slack, and MDM tools (Jamf, Intune).
• Exposure to automation/low-code platforms (Zapier, Claude Code, Codex, Replit).

Responsibilities

• Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues.
• Resolve support tickets in Jira Service Management promptly, meeting SLA targets.
• Unblock users and provide guidance to maximize use of productivity tools.
• Ensure 100% on-time laptop delivery and hands-on support for employee life cycles.
• Manage asset workflows: hardware returns, inventory, and e-waste.
• Participate in weekly sprint planning and own 1-2 sprint tasks per cycle.
• Escalate Sev1 issues and coordinate with Office Ops, Engineering, and Security.
• Keep tickets and docs up-to-date for visibility across teams.
• Identify and drive process improvements to boost efficiency and user satisfaction.

Skills

IT support

macOS

Zoom AV

Networking

Jira Service Management

Okta

Google Workspace Admin

Jira

Slack

MDM (Jamf/Intune)

Automation / low-code

Tools

Zoom AV systems

Networking

Jamf

Intune

Okta

G Suite / Google Workspace

Jira

Slack

Zapier

Claude Code

Codex

Replit

Job description

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the#1provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.

As a Senior IT Support Associate, you’ll serve as the primary IT contact for our New York City office. You’ll own frontline support, manage hardware logistics, and contribute to IT roadmap initiatives—all while maintaining high standards of responsiveness and execution. You’ll thrive in this role if you take initiative, move quickly, and enjoy balancing operational excellence with small but high-impact technical projects. You’ll also partner closely with IT teammates and ensure seamless support coverage and alignment across coasts. You’ll have a direct impact on the IT Support roadmap and quarterly planning cycles, and will have opportunities to shape and elevate the employee IT experience.

This hybrid role requires on-site presence Tuesday through Thursday, from 9 AM to 6 PM EST

What You’ll Accomplish

• Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues
• Resolve support tickets in Jira Service Management promptly, meeting SLA targets
• Unblock users who are looking to get the most out of our enterprise productivity tech stack, with great technical advice, partnership, and configuration changes
• Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles
• Manage asset workflows - process hardware returns, maintain inventory, and handle e-waste
• Participate in weekly sprint planning, owning 1-2 sprint tasks per cycle
• Escalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teams
• Keep tickets and documentation current to ensure visibility and cross-team alignment
• Identify and drive process improvements to increase team efficiency and user satisfaction

Your Expertise

• 4-5+ years of IT Support experience. Ideally in a hybrid or remote-first environment
• Strong troubleshooting skills across macOS hardware, Zoom - AV systems, and networking
• Proven track record of execution and ownership—you take initiative and follow through
• Confident being the on-site point of contact, with strong communication and
  collaboration skills
• Ability to effectively collaborate with West Coast IT peers, ensuring alignment across
  time zones and seamless end-user support
• Experience with Okta, Google workspace Admin, Jira, Slack, and MDM tools such as
  Jamf and Intune
• Experience with automation, low-code, or vibe coding platforms (Zapier, Claude Code,
  Codex, Replit, etc.)
• Ability to stay composed and effective in a fast-paced environment

You’ll get competitiveperks and benefits , from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

• The US base salary range for this full-time position is $100,000 - $125,000 annually+ equity + benefits
• Our salary ranges are determined by role, level and location

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Our success is defined by our customers' success

Act Like an Owner- Take responsibility for Attentive’s success

Learn more about AWAKE , Attentive’s collective of employee resource groups.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.

U.S. Equal Employment Opportunity information (Completion is voluntary and will not subject you to adverse treatment)

Our company values diversity. To ensure that we comply with reporting requirements and to learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey at the end of this application. Providing this information is optional. It will not be accessible or used in the hiring process, and has no effect on your opportunity for employment.