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About the Role

Serve as a primary point of contact for technical assistance, maintaining the operational integrity of hardware, software, and SaaS platforms. Oversee the onboarding and offboarding lifecycle, prioritizing user support and assisting with SaaS administration and process automation.

Responsibilities

• Manage incoming IT support requests, triaging, prioritizing, and resolving tickets within SLA.
• Provide hands-on and remote support for macOS and Windows devices, including setup, deployment, and troubleshooting.
• Assist employees with daily issues across various communication and productivity tools.
• Manage the end-to-end onboarding and offboarding process, including account and device provisioning/deprovisioning.
• Administer and troubleshoot Apple and Windows laptops and mobile devices.
• Identify recurring problems and document solutions in a knowledge base.
• Perform basic administration of SaaS infrastructure, including user access and group management.
• Align configuration and change work with company ITIL practices.
• Identify manual processes for automation and propose solutions.
• Build and maintain workflow automations to reduce repetitive tasks.

Requirements

• Minimum 5 years of IT and IT support experience.
• Hands-on experience in an IT support or helpdesk role supporting both macOS and Windows.
• Experience supporting C-Level executives with "White Glove" support.
• Experience supporting conference room AV hardware and software, particularly Zoom Rooms.
• Familiarity with identity and access management (SSO, MFA, Entra ID) and endpoint management (Jamf, Intune).
• Familiarity administering Google Workspace and Microsoft 365.
• Working knowledge of ITIL service management and ticket-based support in Jira Service Management or similar.
• Clear written communication skills for documentation and user-facing help.

Skills

• macOS support
• Windows support
• Zoom
• Slack
• Google Workspace administration
• Microsoft 365 administration
• Apple laptop management
• Windows laptop management
• Apple mobile device management
• Identity and Access Management (IAM)
• Single Sign-On (SSO)
• Multi-Factor Authentication (MFA)
• Entra ID administration
• Endpoint Management
• Jamf
• Intune
• ITIL
• Jira Service Management
• Automation
• AI tools
• N8N
• Zoom Rooms AV support
• Lumos administration
• Agile project management
• Zoom administration

Location

• NYC Office

Work Type

• Hybrid
• 4 days/week in NYC Office

Experience Level

• Minimum 5 years IT and IT support experience

Salary/Compensations

• $95k-$110k

Benefits

• Unlimited paid time off
• 401k with company matching and no vesting period
• Annual bonuses
• Generous medical plan
• Paid parental leave

About the Company

• Known is a modern marketing company that pairs data scientists with creatives, strategists, engineers, and research teams to produce innovative work.
• Ad Age recognized Known as #3 on The A-List and Ad Age’s Data & Insights Agency of the year.
• Known partners with leading brands across finance, technology, entertainment, media, CPG, and real estate.
• Known's culture is driven by values: We are one team. We see the good. We never stop learning. There’s always a better way.

Equal Opportunity

• Known is an equal opportunity employer and does not discriminate against employees or qualified job applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or locally protected class.