IT Support Specialist

2 days ago

New York, New York, United States Lattice Full time
About the Role

We are seeking a highly skilled IT Support Specialist to join our team at Lattice. As an IT Support Specialist, you will play a critical role in supporting the operations of all Latticians globally and proactively ensuring world-class functionality of Lattice's New York office.

Key Responsibilities
  • Provide world-class support to all Latticians globally by actioning technical support tickets, helping them troubleshoot issues as they arise and providing tips and advice to help them do the best work of their career
  • Proactively ensure the continuity and functionality of all of the technology in Lattice's New York office, including Zoom Rooms, printers, and access control systems
  • Facilitate, support, and help plan live events, serving as the on-site technician and producer in Lattice's New York location
  • Administer Lattice's Okta Environment, including groups, rules, application assignments, and attribute mapping
  • Act as an authority on your domain expertise, combining expert-level proficiency with root-cause analysis and the ability to communicate clearly to translate business requirements into solutions
  • Produce, maintain, and update knowledge base documentation, runbooks, and SOPs
  • Work directly with business stakeholders, technical staff, and project teams to identify, document, analyze, design, test, and implement new systems or improvements to existing
  • Perform occasional audits of enterprise systems, such as access to sensitive systems and elevated privileges
Requirements
  • 2 years of experience in an enterprise IT Support role
  • Experience using and administering Okta, with an understanding of the mechanisms that determine how apps and attributes are assigned and mapped downstream
  • Background and documented experience supporting a majority or total Mac computing environment
  • Considerable knowledge of videoconferencing technologies and Zoom
  • Extensive experience managing and solving user tickets, including escalations, and converting solutions into documentation, processes, and automations
  • Fundamental understanding of basic network concepts and troubleshooting skills, DNS, IP, subnetting and DHCP
  • Expertise managing enterprise applications (e.g., Slack / Google Workspace / Office 365 / Jira / Zoom / etc.)
  • Highly collaborative background with experience mentoring more junior colleagues and teammates
  • Excellent verbal and written communications skills
  • Ability to learn quickly and use new complex technical concepts and resolve issues in a rapidly changing, uber-fast-paced environment
What We Offer
  • Estimated annual cash salary: $92,500 - $105,000
  • Incentive stock options, subject to the terms of Lattice's applicable plans
  • Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

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