IT Support Specialist

About the Role

We're looking for an IT Support Specialist to join our team as a trusted onsite IT partner, supporting our growing presence across multiple offices. In this role, you'll serve as the first point of contact for hardware, software, and network support, ensuring employees have the tools, systems, and assistance they need to do their best work. From device provisioning and troubleshooting to maintaining local infrastructure, you'll play a critical role in keeping our teams productive and connected.

Beyond day-to-day support, you'll help build the systems, processes, and workflows that make IT more efficient, scalable, and reliable as we grow. You'll partner closely with People Operations and Security, proactively identifying opportunities to improve the employee experience and implementing solutions before problems arise. We're looking for someone who is self-motivated, hands-on, and energized by solving problems, streamlining processes, and continuously raising the bar for how IT supports the business.

Key Responsibilities

• Act as Frontline IT Support: Serve as the primary point of contact for troubleshooting hardware, software, and network issues, ensuring prompt, reliable resolution of employee requests and a consistently great support experience
• Improve Support Systems and Processes: Partner with cross-functional teams to identify opportunities for improvement, build and maintain repeatable workflows like onboarding and device imaging, and bring fresh ideas to the table in team meetings
• Collaborate Across the Company: Work closely with Security, Facilities, People Ops, and other teams to ensure seamless employee experiences. Clearly articulate issues, solutions, and timelines to both technical and non-technical stakeholders
• Manage Vendors and Equipment: Coordinate with vendors for procurement, repairs, and maintenance while keeping hardware and software inventories accurate, secure, and standardized
• Lead IT Onboarding: Be a key part of the new hire experience from device setup through day-one orientation, ensuring every employee hits the ground running
• Handle Device Lifecycle: Procure, configure, and deploy laptops, monitors, and peripherals; coordinate upgrades, trade-ins, and refresh cycles; and keep devices enrolled in security and MDM tools
• Maintain Office Infrastructure: Keep local systems running — WiFi, conferencing gear, printers, and dashboards — and coordinate with vendors or building management as needed
• Automate and Document: Implement light automations to reduce manual work, manage software updates and provisioning, and create clear technical guides for employees
• Support Events and Collaboration: Set up and manage AV, video conferencing, and live technical support for all-hands meetings, off-sites, and company events

Requirements

• 1-3 years of experience in IT support, technical support, or a related role, with a desire to grow into systems administration, automation, infrastructure, and process improvement
• Strong expertise supporting macOS environments, with working knowledge of Windows systems as a plus
• Experience with identity and device management platforms such as Mosyle, Jamf, Hexnode, or similar MDM solutions
• Familiarity with enterprise collaboration and productivity tools, including Google Workspace and Slack
• Understanding of identity and access management concepts, including Okta, SSO provisioning, and user lifecycle management
• A customer-first mindset and a passion for delivering exceptional employee support experiences. You genuinely enjoy helping people solve problems and building trust through responsive, thoughtful service
• Strong interpersonal skills and the ability to remain professional, empathetic, and solutions-oriented when supporting employees across all levels of the organization
• Proven troubleshooting and problem-solving skills, with the ability to remain calm, methodical, and effective when priorities shift or issues arise unexpectedly
• Experience supporting AV systems, video conferencing technology, and large-scale company meetings or all-hands events
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
• A strong sense of ownership, attention to detail, and commitment to providing a seamless employee experience
• A proactive, self-motivated mindset with a bias toward action and a passion for identifying opportunities to improve systems and processes
• Resourcefulness and comfort navigating ambiguity, with the ability to independently drive solutions and make sound decisions
• Ability and willingness to work onsite in our New York City office five days per week

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend to cover part of your expenses so you can focus on what matters
• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
• Unlimited vacation and paid holidays
• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range

The salary range for this role is $80,000- $115,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.