IT Support Specialist
New York, NY • Contract
Posted 23d ago
About the job
Sierra is seeking an IT Support Specialist to be the on-the-ground owner of day-to-day IT operations in our New York office. This role is crucial for ensuring that hardware, conference rooms, and the office network function seamlessly. You will be the primary point of contact for teammates experiencing IT issues, requiring a proactive and efficient problem-solving approach. The position involves supporting a fast-growing office and contributing to a global IT support effort.
Responsibilities
- Serve as the first line of defense for employee IT issues, focusing on macOS troubleshooting, application support, and network connectivity.
- Share responsibility for the global IT helpdesk queue, triaging requests, resolving issues, coordinating escalations, and ensuring clear handoffs.
- Support engineers and technical teammates using logs, command-line tools, and clear communication.
- Utilize approved AI tools for research and documentation while ensuring data security.
- Manage the full device lifecycle, including procurement, deployment, inventory, and re-provisioning.
- Maintain and troubleshoot conference room AV equipment and manage peripheral inventory.
- Collaborate on IT and AV setup for new office spaces and support office moves.
- Triage and resolve office network and connectivity issues with vendors.
- Set up hardware and software for new hires to ensure a smooth onboarding experience.
- Perform routine administration for SaaS applications like Okta and Google Workspace.
- Undertake IT projects related to endpoints, SaaS, access, inventory, or workplace technology.
- Identify and implement process improvements to enhance IT operations.
- Assist with software installations, device shipments, repairs, and hardware refresh planning.
Requirements
- 2-5 years of experience in hands-on IT support or systems administration.
- Strong macOS troubleshooting experience in a fast-paced or startup environment.
- Proficiency with endpoint management and MDM systems (e.g., Jamf).
- Experience with identity tooling (e.g., Okta).
- Hands-on experience with basic Okta, Google Workspace, or comparable SaaS administration.
- Experience supporting engineers or highly technical users.
- Structured, hypothesis-driven troubleshooting approach with strong follow-through.
- Ability to manage competing requests in a shared queue and communicate priorities.
- Curiosity and willingness to constructively challenge the status quo.
- Practical troubleshooting skills for conference room AV and office networking fundamentals (Wi-Fi, DHCP, VLANs).
- Highly organized with a systems-oriented mindset for tracking inventory.
- Bias for action and ability to troubleshoot independently while knowing when to escalate.
- Friendly and clear communication skills.