IT Support Specialist II

Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - NYC
Compensation: $45.00 - $53.00 / hour
Description
The Hybrid Tier 2 IT Support Specialist provides both on-site and remote technical support to clients. This role involves responding to client issues, incidents, and service requests, as well as monitoring event alarms remotely or onsite, including deskside support.
The specialist documents, tracks, and monitors issues using an ITSM ticketing system to ensure customer Service Level Agreements (SLAs) are met. Adherence to all department processes and procedures (SOPs) is expected. The role requires recent experience with Google Workspace and hands-on proficiency with MacOS administration including JAMF
Key Responsibilities
On-Site Support

• Provide advanced technical support for escalated end-user issues, including hardware, software, and peripheral troubleshooting
• Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology
• Manage onboarding, offboarding, and equipment lifecycle tracking and reporting
• Diagnose and resolve intermediate network problems (e.g., connectivity, DNS, VLANs); coordinate with senior technical resources for complex issues
• Perform onsite installations and upgrades of operating systems, applications, and security patches
• Manage user accounts in Active Directory, Microsoft 365, Google Workspace, Slack, JAMF and other systems; handle access requests, MFA support, and onboarding/offboarding tasks
• Respond to and resolve support tickets in the ITSM platform; ensure accurate documentation and timely follow-up
• Maintain and track IT assets; update inventory records and manage warranty returns or repairs
• Support audiovisual systems and video conferencing tools in meeting spaces
• Conduct preventive maintenance on local IT infrastructure to avoid service disruptions
• Act as a liaison between end users and remote IT teams, ensuring clear communication and prompt issue resolution
• Participate in IT projects including deployments, office moves, and system migrations
  

Remote Support

• Provide advanced technical support via phone, email, chat, or remote session
• Support virtual desktops utilizing VMware Horizon and associated applications
• Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology
• Diagnose and resolve intermediate network problems
• Perform cloud-based installations of applications (e.g., Global Relay, Dropbox, Addigy, Intune, Zoom, Superhuman, Adobe, Asana)
• Manage and support user accounts (Active Directory, Microsoft 365); handle access requests, MFA (Duo, Microsoft), and onboarding/offboarding
• Respond to and resolve ITSM support tickets with documentation and follow-up
• Liaise with higher-tier support teams as needed
• Support broader IT projects including deployments, office moves, and migrations
  

Skills, Knowledge & Expertise

• Google Workspace administration experience
• Demonstrated proficiency in MacOS administration, device management, and deployment via JAMF Pro.
• Familiar with some or all of the following software; Global Relay, Dropbox, Addigy, Intune, Zoom, Superhuman, Adobe, Asana, Airtable, Dashlane, ChatGPT, Notion, Apple Business Manager
• 3+ years supporting VDI/cloud environments (VMware Horizon, Citrix, TS/RDS); VCTA/VCP is a plus
• 3+ years in networking (TCP/IP, DHCP, DNS, SMTP, HTTP); CCNA is a plus
• Experience with Veeam, Office 365, GPOs, VOIP, MDM, Cisco, Sophos, SonicWall
• Intermediate proficiency with VMware and Hyper-V environments
• Strong knowledge of Windows Server, AD, DHCP, DNS
• Database familiarity including SQL
• Familiarity with cybersecurity and compliance, especially within finance systems
• Excellent communication and organizational skills
• Interest in Cloud Engineering and scalable infrastructure
• Comfortable working independently or collaboratively within engineering teams