BUT ENOUGH ABOUT US, LET'S TALK ABOUT YOUYou will serve as a primary point of contact for staff requiring technical assistance. In this role, you will be responsible for maintaining the operational integrity of hardware, software, and key SaaS platforms, while overseeing the comprehensive lifecycle of onboarding and offboarding procedures. This position prioritizes user support, with the remaining time allocated to assisting with the administration of SaaS environments and developing process automations designed to enhance operational efficiency and reduce repetitive tasks.
WHAT YOU'LL DOFrontline support- As a key member of the IT Support team, manage incoming requests. Triage, prioritize, and resolve tickets within the SLA.
- Provide hands-on and remote support for macOS and Windows devices, covering setup, deployment, troubleshooting, and repair coordination.
- Assist employees with day-to-day issues across Zoom, Slack, Google Workspace, Microsoft 365, and other tools.
- Run onboarding and offboarding end-to-end: provision accounts, devices, and access for new hires, and fully deprovision when employees exit.
- Manage and troubleshoot Apple and Windows laptops and Apple mobile devices.
- Identify recurring problems and document fixes in a shared knowledge base for faster resolution across the team.
SaaS administration- Working with the Infrastructure team, perform basic administration across our SaaS infrastructure, including Slack, Google Workspace, Microsoft 365, Entra ID, and the Atlassian suite.
- Manage user access and group membership, including App provisioning through Lumos and Entra ID.
- Keep configuration and change work aligned with company ITIL practices.
Automation and AI- Identify manual processes that can be automated and propose a solution.
- Build and maintain workflow automations to remove repetitive support and provisioning tasks.
WHO YOU ARE AND WHAT YOU HAVE- Minimum 5 years 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 and with "White Glove" support
- Experience supporting conference room AV hardware and software, in particular 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 a similar platform.
- Clear written communication for documentation and user-facing help.
NICE TO HAVE- Jira Service Management/Atlassian admin experience
- Experience with Lumos
- Hands-on work building automations in N8N or comparable tools.
- Experience using Claude or other AI tools in a support or operations setting.
- Agile project management experience.
- Zoom administration
ADDITIONAL INFORMATION- Hours: 9:00 a.m. - 6:00 p.m.
- Hybrid: 4 days/week in NYC Office
SOME OF OUR PERKS- Unlimited paid time off
- 401k with company matching and no vesting period
- Annual bonuses
- Generous medical plan
- Paid parental leave
ONE LAST THING TO ASK YOURSELFAll this might sound great, but you're probably still wondering, "Would I be a good fit for Known?" or "Would Known be a good fit for me?" Our culture is propped up by four values that we aspire to every day: We are one team. We see the good. We never stop learning. There's always a better way. At Known we are setting out to build something more than just a company. We are building a legacy filled with exceptionally talented people with a kaleidoscope of backgrounds, experiences, and origin stories who feel encouraged and empowered to bring their whole selves to work, and to partner with us in molding and shaping our culture through our values.
The base salary for this position is $95k-$110k.This range is posted in compliance with state and municipal Pay Transparency laws. In addition to base compensation, this role is eligible to receive additional Known benefits.#LI-RR1
