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IT Support Specialist

Sierra· IT
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New York, NY$160k - $180kContractPosted 2mo ago

About the role

Hands-on IT support role based in New York, focused on macOS troubleshooting, hardware lifecycle, AV/conf rooms, and office IT operations for Sierra’s New York office.

Responsibilities

  • IT Support: Serve as the first line of defense for employee IT issues in New York, with deep focus on macOS troubleshooting, application support, and network connectivity.
  • Global Support Queue: Share responsibility for Sierra's global IT helpdesk queue during your regional working hours: triage new requests, resolve issues across offices, keep ownership clear, coordinate escalation, and provide clean cross-time-zone handoffs.
  • Technical User Support: Support engineers and other highly technical teammates with curiosity and confidence, using logs, command-line tools, and clear written communication when appropriate.
  • AI-Assisted Troubleshooting: Use approved AI tools thoughtfully to accelerate research, hypothesis generation, and documentation while protecting sensitive data and independently validating consequential recommendations.
  • Hardware Management: Own the full device lifecycle locally—procurement, deployment, inventory tracking, loaner pool oversight, and device re-provisioning for offboarded users.
  • AV & Conference Rooms: Keep every room meeting-ready. Maintain and troubleshoot conference room AV, proactively test rooms, and own the peripheral and accessory inventory.
  • Office Build-Out & Moves: Partner with Facilities, project managers, and AV integrators to spec, stage, and commission IT and AV for our new New York space, and support the move from current location.
  • Network & Vendor Coordination: Triage office network and connectivity issues, then drive them to resolution with our ISP, network, and building vendors.
  • IT Onboarding: Set up laptops and essential software for new hires, delivering a seamless first-day experience.
  • SaaS Administration: Handle routine administration in Okta, Google Workspace, and other core applications, including users and groups, app assignments, access changes, licensing, and basic audit-log review.
  • IT Projects: Take on well-scoped endpoint, SaaS, access, inventory, or workplace technology projects with clear success criteria, appropriate review, testing, documentation, and rollback planning.
  • Process Improvement: Look beyond the immediate ticket, respectfully challenge inefficient or fragile practices, propose practical improvements, and help implement and document better ways of working.
  • IT Logistics: Support software installs, device shipments to East Coast teammates, repair and warranty coordination, and proactive hardware refresh planning.

Qualifications

  • 2-5 years in hands-on IT support or systems administration, with strong macOS experience in a fast-paced or startup environment.
  • Technical Proficiency: Comfort with endpoint management and MDM systems (e.g., Jamf), identity tooling (e.g., Okta), and troubleshooting across Mac hardware and software.
  • SaaS Foundations: Hands-on experience with basic Okta, Google Workspace, or comparable SaaS administration and a desire to grow into broader systems ownership.
  • Engineering Environment: Experience supporting engineers or other highly technical users, or credible ability to communicate technically and learn unfamiliar systems quickly.
  • Troubleshooting Judgment: Structured, hypothesis-driven approach; strong follow-through; good judgment on escalation.
  • Queue Ownership: Ability to manage competing requests in a shared global queue, communicate priorities, maintain accurate status, and carry issues through resolution or handoff.
  • Continuous Improvement: Curious about process improvement and able to propose practical changes.
  • AV & Network Fluency: Practical troubleshooting of conference room AV and office networking fundamentals; knows when to escalate.
  • Organization: Highly organized with a systems-oriented mindset and accurate inventory tracking across multiple offices.
  • Execution Focused: Bias for action, able to troubleshoot and follow through with minimal direction.
  • Communication: Friendly, clear communicator for in-office and remote teammates.

Skills

Required:macOS troubleshootingMDM (Jamf)Okta administrationGoogle WorkspaceNetwork troubleshootingSaaS administrationCommunication
Nice to have:AV & conference room support

Benefits

  • Flexible (unlimited) paid time off
  • Medical, dental, and vision benefits for you and your family
  • Life insurance and disability benefits
  • Retirement plan dependent on country of employment
  • Parental leave
  • Fertility and family building benefits through Carrot
  • Lunch, snacks, and coffee
  • Discretionary benefit stipend
  • Free alphorn lessons
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Sierra

Better customer experiences. Built on Sierra.

Sierra helps businesses build better, more human customer experiences with AI.

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