Who You Are

You have experience supporting technology in a startup, high-growth, or enterprise environment. You combine exceptional white-glove customer service with strong technical expertise, a passion for solving complex problems, and a continuous improvement mindset. As a Senior IT Support Engineer, you'll serve as a senior technical expert, driving improvements across endpoint management, workplace technology, and the Digital Employee Experience (DEX). You'll combine hands-on technical support with automation, AI, operational excellence, and process improvement to keep employees productive and successful. You lead by example through clear communication, strong documentation, technical expertise, and a customer-first approach.

What You Will Work On
Technical Support & Operations

• Serve as a senior technical expert for complex endpoint, operating system, networking, and workplace technology issues.
• Engineer, maintain, and continuously improve endpoint technologies, operating system configurations, and workplace technology to enhance reliability, security, and employee productivity.
• Deliver exceptional white-glove technical support to remote and in-office employees.
• Perform root cause analysis on recurring issues and implement long-term solutions.
• Partner with Infrastructure, Security, and other IT teams to improve the employee technology experience.

Endpoint Management

• Manage the complete endpoint lifecycle, including procurement, deployment, configuration, inventory, repairs, decommissioning, and secure asset disposal.
• Administer Jamf or Kandji for macOS and Microsoft Intune for Windows.
• Monitor endpoint health, compliance, patching, encryption, and security.
• Test and validate operating system updates, software deployments, and configuration changes before organization-wide rollout.
• Maintain accurate asset inventory using Oomnitza or similar asset management platforms.

Employee Lifecycle Support

• Own the technical onboarding and offboarding experience, ensuring timely device provisioning, hardware readiness, and asset recovery.
• Prepare, configure, deploy, and recover employee equipment for both remote and in-office employees.
• Continuously improve onboarding and offboarding processes through automation, documentation, and operational best practices.

Automation & Continuous Improvement

• Lead technical initiatives that improve endpoint management, workplace technology, automation, and operational maturity across the IT organization.
• Leverage AI tools such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar technologies to accelerate troubleshooting, scripting, and research while maintaining strict security, accuracy, and data privacy standards.
• Develop and maintain automation to eliminate manual effort and scale IT operations.
• Utilize scripting, workflow automation, and AI-assisted solutions to streamline endpoint management, onboarding, offboarding, and troubleshooting.
• Analyze support metrics, endpoint health, and employee feedback to drive process improvements and enhance the Digital Employee Experience (DEX).
• Evaluate and recommend new AI capabilities that modernize IT operations and improve employee productivity.

Knowledge Management

• Create and maintain technical documentation, knowledge articles, troubleshooting guides, and standard operating procedures.
• Maintain self-service resources that empower employees to resolve common issues independently.
• Drive improvements in support processes, documentation, endpoint management, and operational efficiency.
• Champion best practices in technical support, documentation, automation, and customer service.

In-Office Expectation

• 2 days per week

How You Will Succeed

• Demonstrate sound technical judgment and ownership when solving complex problems.
• Collaborate effectively across teams while communicating clearly with technical and non-technical stakeholders.
• Continuously improve IT operations through automation, documentation, and process optimization.
• Stay current with modern endpoint technologies, AI-assisted tools, and industry best practices.
• Champion an exceptional Digital Employee Experience by prioritizing employee productivity, reliability, and simplicity.

COGIS Values

• Camaraderie - Work collaboratively, support others, and contribute to a positive team environment.
• Openness - Communicate transparently, remain curious, and embrace new ideas.
• Grit - Demonstrate resilience, accountability, and determination.
• Integrity - Act honestly, follow through on commitments, and lead by example.
• Simplicity - Build practical, scalable solutions that make technology easier for everyone.

Qualifications

• 5+ years of professional IT Support experience in a startup, technology, or enterprise environment.
• Experienced in managing complex endpoint technologies and driving operational improvements.
• Excellent customer service, communication, analytical, and problem-solving skills.
• Strong system thinking, critical thinking and problem-solving skills
• Hands-on experience using AI assistants such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools to improve technical troubleshooting, documentation, scripting, research, and operational efficiency.
• Demonstrated ability to critically evaluate AI-generated recommendations while maintaining security, accuracy, and data privacy standards.
• Perform other related duties as assigned.

Technical Skills

• Advanced experience managing and supporting macOS and Windows endpoints.
• High level of proficiency using endpoint management platforms such as Jamf or Kandji for macOS and Microsoft Intune for Windows.
• Experience supporting endpoint technologies in a cloud-first enterprise environment utilizing platforms such as Okta, Google Workspace, Slack, Jira, Confluence, Zoom, 1Password, and Oomnitza.
• Experience leveraging AI tools such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools to improve technical troubleshooting, documentation, scripting, research, and operational efficiency while applying sound technical judgment and maintaining security, accuracy, and data privacy best practices.
• Working knowledge of scripting and non-code automation tools ie. using PowerShell, Bash, Zapier, N8N
• Strong understanding of networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, TCP/IP, and endpoint troubleshooting.
• Experience managing hardware assets and inventory throughout the endpoint lifecycle.

The base wage range for this position based in our New York City Office is targeted at $121,000.00 to $151,000.00 per year.

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Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks' Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.