IT Support Administrator

Known is hiring an IT Support Administrator to serve as a primary technical point of contact and help keep staff systems running reliably in a hybrid New York setup.

Responsibilities

• Own incoming IT support requests as part of the IT Support team; triage, prioritize, and resolve tickets within the SLA
• Deliver hands-on and remote support for macOS and Windows devices, including setup, deployment, troubleshooting, and repair coordination
• Support daily employee needs across tools such as Zoom, Slack, Google Workspace, Microsoft 365, and other applications
• Run end-to-end onboarding and offboarding: provision accounts, devices, and access for new hires, and deprovision fully for departing employees
• Manage and troubleshoot Apple and Windows laptops and Apple mobile devices
• Spot recurring issues and document fixes in a shared knowledge base to improve resolution speed across the team
• Partner with the Infrastructure team on baseline administration for SaaS infrastructure, including Slack, Google Workspace, Microsoft 365, Entra ID, and the Atlassian suite
• Manage user access and group membership, including application provisioning through Lumos and Entra ID
• Keep configuration and change activities aligned with company ITIL practices
• Identify repetitive manual workflows and propose automation opportunities
• Build and maintain workflow automations to reduce repetitive support and provisioning tasks

Requirements

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

Technology

• macOS, Windows
• Zoom, Slack, Google Workspace, Microsoft 365
• Entra ID (SSO, MFA)
• Atlassian suite
• Lumos
• ITIL, Jira Service Management
• Jamf, Intune
• Zoom Rooms

Benefits

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

Nice to Have

• Jira Service Management/Atlassian admin experience
• Experience with Lumos
• Hands-on automation work building workflows in N8N or comparable tools
• Experience using Claude or other AI tools in support or operations settings
• Agile project management experience
• Zoom administration experience

Additional Information

• Location: New York, NY (hybrid)
• Work schedule: 9:00 a.m. to 6:00 p.m.
• Hybrid cadence: 4 days/week in the NYC office
• Compensation: USD 95,000 - 110,000 per year