IT Support Engineer II

Reporting to the Manager, IT Support Engineering, this IT Support Engineer II will be a core member of our NYC-based IT team, owning A/V systems support, employee lifecycle management, and IT automation initiatives, while providing white-glove support to executive leadership.

This is a full-time position based onsite 5 days per week at our NYC Office. Occasional travel may be required for team on-sites or satellite office support.

What you'll do:

- Own end-to-end A/V setup, maintenance, and troubleshooting for all conference rooms and event spaces, serving as the go-to expert for A/V systems and ensuring a seamless in-person and hybrid meeting experience for employees and leadership

- Manage the full employee lifecycle from an IT perspective, including onboarding and offboarding, access provisioning, and account deprovisioning across core systems

- Support asset management in collaboration with the team, including tracking, deployment, and quarterly inventory audits to maintain accurate hardware records

- Maintain proficiency with MDM solutions (JAMF or comparable) to troubleshoot technical issues and improve day-to-day quality of life for employees

- Build and maintain automations using low-code/no-code tools (e.g., Zapier, n8n, Okta Workflows) to streamline recurring IT processes and reduce manual ticket volume

- Help manage hardware lifecycle

- Provide white-glove and highly responsive IT support to executive leadership, anticipating needs and minimizing disruption

- Serve as an escalation point for Tier I & II support, providing advanced troubleshooting for complex hardware, software, and network issues

- Develop and maintain SOPs and knowledge base articles to document IT support workflows and best practices

- Proactively identify recurring issues and inefficiencies, and propose scalable process or automation improvements to reduce support burden

What success looks like:

- A/V uptime and meeting readiness: conference rooms are operational and incident-free for scheduled meetings

- Onboarding and offboarding requests completed accurately and within defined turnaround windows

- Asset inventory accuracy, verified through regular audits

- Reduction in manual/repetitive ticket volume through automation initiatives

- Executive support satisfaction, measured through direct feedback and responsiveness to leadership requests

- Ticket resolution times consistently meet or exceed defined SLA targets

What you'll bring:

- 4-7+ years of experience in IT support, IT operations, or end-user support engineering

- Demonstrated fluency with AI tools (e.g., ChatGPT, Claude, Gemini) to increase speed, quality, and efficiency in day-to-day troubleshooting, documentation, and process improvement

- Strong, hands-on expertise with A/V systems and conference room technology

- Strong working knowledge of MDM platforms (JAMF or comparable)

- Hands-on experience with IAM/identity platforms such as Okta, including employee onboarding/offboarding and access reviews

- Experience building automations using low-code/no-code tools such as Zapier, n8n, or Okta Workflows

- Strong working knowledge of MacOS, Windows OS, iOS, and Android OS

- Experience managing hardware asset lifecycles, including procurement and vendor coordination

- Proven experience supporting executive/C-suite stakeholders with tact and responsiveness

- Proactive approach to project management and process improvement

- Strong working knowledge of Google Workspace, Slack, Zoom, and Atlassian products

Nice to have:

- Jamf 100 & Jamf 200 certifications

- Experience supporting a hybrid or multi-office environment

- Familiarity with ITIL frameworks or formal ticketing/service management practices

- Basic knowledge of scripting languages (e.g., Python, Bash, PowerShell)

- Prior experience in a fast-growth or high-ambiguity environment

- Localized network support experience

- Experience in a highly regulated HIPAA environment

The target base salary range for this position is $53.85 - $67.82 per hour, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database https://springhealth.link/jd-2022-09-radfordcomp at minimum to ensure competitive and fair pay.

BENEFITS PROVIDED BY SPRING HEALTH:

Note: We have even more benefits than listed here https://www.springhealth.com/careers#:~:text=Our%20perks%20%26%20benefits and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

- Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical https://www.onemedical.com/membership/ accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.

- Employer sponsored 401(k) match of up to 2% for retirement planning

- A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

- We offer competitive paid time off policies including vacation, sick leave and company holidays.

- At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

- Access to Noom https://www.noom.com/, a weight management program—based in psychology, that’s tailored to your unique needs and goals.

- Access to fertility care support through Carrot https://springhealth.link/jd-2023-07-carrotbenefit, in addition to $4,000 reimbursement for related fertility expenses.

- Access to Wellhub https://springhealth.link/jd-2023-07-gympassbenefit, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription

- Access to BrightHorizons https://www.brighthorizons.com/, which provides sponsored child care, back-up care, and elder care

- Up to $1,000 Professional Development Reimbursement a year.

- $200 per year donation matching to support your favorite causes.