Enterprise Technology Services Specialist

New York, NY

Are you a resourceful IT professional who enjoys solving complex endpoint, identity, and application issues while delivering an exceptional employee experience? Do you enjoy turning recurring support challenges into secure, scalable automations and self-service solutions? Are you excited to use AI-assisted tools thoughtfully to improve troubleshooting, documentation, and IT operations while maintaining high standards for security and privacy? If so, we invite you to be a part of our innovative team.

As an Enterprise Technology Services Specialist on Ridgeline's IT team, you'll deliver reliable, secure, and user-centered technology services while independently resolving complex support issues and improving the systems and processes behind them. You'll manage corporate accounts and endpoints, strengthen access controls and endpoint security in partnership with Security, and build practical automations that reduce manual work, minimize downtime, and help IT operations scale. Working with cutting-edge technologies and approved AI tools, you'll use AI-assisted troubleshooting, log analysis, knowledge-base drafting, and script generation to increase efficiency while carefully validating outputs for accuracy, security, privacy, and maintainability.

You must be work authorized in the United States without the need for employer sponsorship.

The impact you will have:

• Provide advanced IT service management support and independently resolve complex Tier 1 and Tier 2 issues across software, licensing, endpoints, identity, and employee technology
• Act as an escalation point for issues requiring deeper investigation, including first-line handling of information security detection and response escalations
• Lead onboarding, offboarding, and account lifecycle execution across Google Workspace, Slack, Zoom, Box, Atlassian, and Microsoft, including automations supporting access modifications
• Deploy, configure, maintain, and recover corporate Macs through Jamf while supporting CrowdStrike and Cloudflare Zero Trust and maintaining strong fleet compliance
• Build and own automations for high-volume manual workflows using Jira Automation, Okta Workflows, REST APIs, webhooks, and Python, Bash, or JavaScript from problem definition through testing, rollout, documentation, and monitoring
• Apply approved AI tools to ticket triage, troubleshooting, log analysis, knowledge-base development, and script generation while validating outputs for accuracy, security, privacy, and maintainability
• Transform recurring support issues into automations and employee-facing self-service resources that improve productivity and reduce support volume
• Monitor service queues against team SLOs, identify emerging issues and patterns, and communicate risks and potential solutions early
• Manage inventory purchasing for your area and contribute to security awareness and operational resilience efforts
• Mentor junior teammates through pairing, walkthroughs, and documentation, including practical and responsible adoption of AI-assisted workflows
• Support Zoom Rooms, AV, and office network issues in partnership with Infrastructure and collaborate with Security on endpoint configuration, access reviews, and remediation
• Contribute to a collaborative environment rooted in ownership, learning, teaching, transparency, and continuous improvement

What we look for:

• 3-5 years of experience owning IT operations, service desk, or endpoint management work with a demonstrated ability to resolve issues independently
• Hands-on experience administering macOS and Jamf and managing Google Workspace users, groups, licenses, and security settings
• Working knowledge of identity and access management concepts including SSO, MFA, least privilege, RBAC, audit logging, and joiner, mover, and leaver processes
• Demonstrated experience using AI in a support environment for activities such as ticket triage, troubleshooting, documentation, or script authoring, paired with the judgment to identify inaccurate or unsafe outputs
• Practical automation skills spanning scripting, APIs, webhooks, JSON, authentication, integration debugging, testing, deployment, and ongoing monitoring
• Strong root-cause analysis and problem-solving skills across endpoints, identity, and business applications
• ITSM fluency and sound judgment when handling credentials, access requests, security issues, and employee data
• Ability to communicate technical issues, risks, and tradeoffs clearly and proactively to technical and non-technical partners
• Willingness to learn about cutting-edge technologies while continuously building expertise in enterprise technology, security, automation, and AI-assisted workflows

Bonus:

• Experience with Okta Workflows, Jamf Pro, Jira Service Management, Jira Automation, Confluence, Microsoft 365, Intune, or Zoom Rooms
• Experience with low-code or agentic automation platforms
• Okta, Jamf, CompTIA, or other relevant IT certifications

Compensation and Benefits

The typical starting salary range for new hires in this role is $87,000-$102,500. Final compensation amounts are determined by multiple factors, including candidate experience and expertise and may vary from the amount listed above.

As an employee at Ridgeline, you'll have many opportunities for advancement in your career and can make a true impact on the product.

In addition to the base salary, Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.