IT Support Specialist

Requirements:

• We require a bachelors degree in Computer Science, Information Technology, or a related discipline, though equivalent professional experience will also be considered.
• We expect at least 5 years of experience delivering IT support and troubleshooting, ideally in a client-facing or managed services setting.
• We look for hands-on knowledge across a broad range of technologies, including mail platforms such as Exchange, Google, and O365; server environments; Active Directory, O365 Administration, Entra AD, and ADSync; cloud file-sharing tools like SharePoint, Dropbox, and Google Drive; workstation operating systems such as Windows, MacOS, iOS, and ChromeOS; antivirus and antimalware tools; backup and disaster recovery solutions; encryption technologies; desktop applications; printers, copiers, and scanners; remote desktop support; and VoIP/PBX phone systems.
• We value strong analytical thinking and the ability to diagnose root causes quickly and put effective fixes in place.
• We need excellent communication skills with the ability to explain technical concepts clearly to both internal and external stakeholders.
• We seek proven leadership and mentoring capability to guide junior teammates.
• We require the ability to work independently and collaboratively, manage priorities, and handle multiple tickets at once.
• We expect a strong customer service mindset and a commitment to delivering high-quality support.
• We consider certifications in networking, cloud security, cybersecurity, or related areas an advantage.
• We require a current, valid drivers license and reliable transportation.
• We prefer candidates with 5 years of IT support and troubleshooting experience.
• We expect the ability to commute to New York, NY 10018 and to travel regionally as needed.

Responsibilities:

• We provide advanced technical support to clients by phone, email, and remote desktop tools.
• We travel to client sites in the region when onsite support is needed.
• We troubleshoot software, hardware, and networking issues.
• We record all client interactions in our ticketing system.
• We escalate complex matters to specialists or management when appropriate.
• We participate in after-hours on-call coverage on a rotating basis.
• We join Support Team huddles and monthly L10 meetings.
• We collaborate with other support specialists to share solutions and best practices.
• We help maintain and grow our documentation and knowledge base.
• We work with vendors and third-party providers to resolve technical problems.
• We partner with internal teams to support client networks and endpoints smoothly.
• We communicate ticket progress, risks, and issues to client stakeholders and internal teams, providing regular updates.
• We serve as a technical point of contact, offering guidance and recommendations.
• We stay current on industry trends and emerging technologies.
• We actively pursue training and professional development.
• We contribute to our culture and model our core values.

Technologies:

• Active Directory
• Cloud
• Hardware
• Support
• macOS
• Security
• SharePoint
• Windows
• iOS
• Office 365
• Slack
• Veeam

More

We are a remote-first organization with occasional onsite support responsibilities for clients in the New York City region. This is a salaried role with a typical 40–45 hour workweek, occasional after-hours and weekend coverage, and regional travel as needed. We offer a competitive benefits package that includes 401(k) with matching, dental, health, vision, life insurance, flexible spending and health savings accounts, paid time off, professional development assistance, a referral program, and a retirement plan. The position is hybrid remote based in New York, NY 10018, and we encourage applicants with criminal records to apply.

last updated 43 week of 2026