IT Support Specialist

The role

You will provide hands-on IT support for the New York office. This includes macOS troubleshooting, hardware management, AV maintenance, and managing the global IT helpdesk queue.

What you will do

• Serve as the first line of defense for employee IT issues in New York
• Focus on macOS troubleshooting, application support, and network connectivity
• Share responsibility for the global IT helpdesk queue
• Support engineers and highly technical teammates
• Use approved AI tools for research and documentation
• Manage the full device lifecycle including procurement, deployment, and inventory
• Maintain and troubleshoot conference room AV
• Partner with Facilities and AV integrators for office build-out and moves
• Coordinate with ISP, network, and building vendors
• Perform IT onboarding and SaaS administration for Okta and Google Workspace

Required qualifications

• 2-5 years in hands-on IT support or systems administration
• Strong macOS experience in a fast-paced or startup environment
• Comfort with endpoint management and MDM systems (e.g., Jamf)
• Experience with identity tooling (e.g., Okta)
• Troubleshooting across Mac hardware and software
• Hands-on experience with basic Okta, Google Workspace, or comparable SaaS administration
• Experience supporting engineers or other highly technical users
• Practical troubleshooting of conference room AV and office networking fundamentals (Wi-Fi, DHCP, VLANs)
• Highly organized with a systems-oriented mindset

Nice to have

• Experience supporting an office build-out, relocation, or new-site commissioning
• Familiarity with Zoom Rooms and hardware such as Neat, Logitech, or Poly
• Past experience with Apple Business Manager or zero-touch deployment tools
• Passion for documentation and process improvement
• Familiarity with version control, peer review, staged rollout, rollback planning, or infrastructure as code
• Experience using APIs, scripts, or Terraform

Benefits

• Flexible (unlimited) paid time off
• Medical, dental, and vision benefits for you and your family
• Life insurance and disability benefits
• Retirement plan dependent on country of employment
• Parental leave
• Fertility and family building benefits
• Lunch, snacks and coffee
• Discretionary benefit stipend
• Free alphorn lessons
• Equity plans for eligible full-time employees

About the company

Sierra is a platform for customer-facing AI agents working with brands like The GAP, Rocket Mortgage, and SoftBank. The company is primarily an in-person company based in San Francisco.