Senior IT Support Associate

As a Senior IT Support Associate, you will be the primary IT contact for the New York City office, responsible for frontline support, hardware logistics, and contributing to IT roadmap initiatives. This role requires initiative, quick action, and balancing operational excellence with high-impact technical projects. You will collaborate with IT teammates to ensure seamless support and have a direct impact on the IT Support roadmap and employee IT experience.

Must Have

• Act as the go-to IT contact for the NY office
• Support AV, network, hardware, and access issues
• Resolve support tickets in Jira Service Management promptly, meeting SLA targets
• Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles
• Manage asset workflows, inventory, and e-waste
• Participate in biweekly sprint planning, owning 1–2 mini-projects per cycle
• Escalate urgent issues (SEV1s) appropriately
• Partner with Office Ops, Engineering, and Security teams
• Keep tickets and documentation current for visibility and cross-team alignment
• Identify and drive process improvements
• 4–5+ years of IT support experience, ideally in a hybrid or remote-first environment
• Strong troubleshooting skills across macOS hardware, SaaS tools, AV systems, and networking
• Proven track record of execution and ownership
• Confident on-site point of contact with strong communication and collaboration skills
• Ability to effectively collaborate with West Coast IT peers
• Experience with Jira, Slack, and MDM tools such as Jamf and Intune
• Ability to stay composed and effective in a fast-paced environment

Good to Have

• Familiarity with agile sprint cycles and project planning tools
• Ability to review, fix, or build Jira workflows and automation rules
• Skilled at identifying manual tasks and converting them into automated solutions
• Experience supporting distributed or global teams across multiple time zones

Perks & Benefits

• Competitive perks and benefits
• Health & wellness benefits
• Equity

About the Role

As a Senior IT Support Associate, you’ll serve as the primary IT contact for our New York City office. You’ll own frontline support, manage hardware logistics, and contribute to IT roadmap initiatives—all while maintaining high standards of responsiveness and execution. You’ll thrive in this role if you take initiative, move quickly, and enjoy balancing operational excellence with small but high-impact technical projects. You’ll also partner closely with IT teammates and ensure seamless support coverage and alignment across coasts. You’ll have a direct impact on the IT Support roadmap and quarterly planning cycles, and will have opportunities to shape and elevate the employee IT experience.

This hybrid role requires on-site presence Tuesday through Thursday, from 9 AM to 6 PM EST

What You'll Accomplish

• Act as the go-to IT contact for the NY office, supporting AV, network, hardware, and access issues
• Resolve support tickets in Jira Service Management promptly, meeting SLA targets
• Ensure 100% on-time laptop delivery and provide hands-on support for employee life cycles
• Manage asset workflows — process Retriever returns, maintain inventory, and handle e-waste
• Participate in biweekly sprint planning, owning 1–2 mini-projects per cycle
• Escalate urgent issues (SEV1s) appropriately and partner with Office Ops, Engineering, and Security teams
• Keep tickets and documentation current to ensure visibility and cross-team alignment
• Identify and drive process improvements to increase team efficiency and user satisfaction

Your Expertise

• 4–5+ years of IT support experience. Ideally in a hybrid or remote-first environment
• Strong troubleshooting skills across macOS hardware, SaaS tools (Google Workspace, Okta, Zoom, Slack), AV systems, and networking
• Proven track record of execution and ownership—you take initiative and follow through
• Confident being the on-site point of contact, with strong communication and collaboration skills
• Ability to effectively collaborate with West Coast IT peers, ensuring alignment across time zones and seamless end-user support
• Experience with Jira, Slack, and MDM tools such as Jamf and Intune
• Ability to stay composed and effective in a fast-paced environment

Nice to Haves

• Familiarity with agile sprint cycles and project planning tools
• Ability to review, fix, or build Jira workflows and automation rules
• Skilled at identifying manual tasks and converting them into automated solutions
• Experience supporting distributed or global teams across multiple time zones

You'll get competitive perks and benefits

, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

• The US base salary range for this full-time position is $90,000 - $115,000 annually + equity + benefits

• Our salary ranges are determined by role, level and location

• This role is salaried non-exempt and eligible for overtime compensation

#LI-MN1

Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer \- Our success is defined by our customers' success

Act Like an Owner\- Take responsibility for Attentive’s success

Learn more about AWAKE

, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.