IT Support Specialist

About EliseAI

EliseAI is committed to enhancing vital sectors like housing and healthcare by deeply integrating AI agents into existing workflows. This approach streamlines processes, lowers expenses, and improves experiences for all users. In housing, they simplify apartment touring, lease signing, maintenance requests, and communication with property teams, consolidating essential housing services. In healthcare, they facilitate easy appointment scheduling, intake form completion, and patient-provider communication, focusing on health over paperwork. The company recently secured $250 million in Series E funding led by Andreessen Horowitz, fueling their mission to reduce manual work and improve accessibility across crucial services.

Role Overview

As an IT Support Specialist based onsite in New York City, you will act as the primary IT contact across multiple offices, providing comprehensive support for hardware, software, and network-related challenges. Your mission is to ensure employees have reliable access to necessary tools and that local infrastructure remains operational. Beyond routine support, you will develop scalable IT systems, processes, and workflows, collaborating closely with People Operations and Security to enhance employee experiences proactively.

Key Responsibilities

• Provide frontline support by resolving hardware, software, and network issues promptly, ensuring a steady and high-quality employee IT support experience.
• Improve support processes by collaborating with various departments to develop workflows, including onboarding and device imaging, and contribute innovative ideas in team settings.
• Work collaboratively with Security, Facilities, People Operations, and others to ensure smooth employee experiences, effectively communicating technical information to diverse audiences.
• Manage vendor relationships for procurement and maintenance, while maintaining accurate and secure inventory of hardware and software.
• Oversee IT onboarding processes, ensuring new hires receive timely device setup and support from their first day.
• Handle device lifecycle management, including procurement, configuration, deployment, upgrades, trade-ins, and ensuring devices remain enrolled in security and mobile device management tools.
• Maintain office IT infrastructure, such as WiFi networks, conferencing equipment, printers, and dashboards, coordinating with vendors or facilities as necessary.
• Implement minor automations to reduce manual workload, manage software provisioning, and produce clear technical documentation for employees.
• Support company events by setting up and managing AV and video conferencing systems, delivering live tech assistance during meetings and off-site gatherings.

Candidate Requirements

• A minimum of 1 to 3 years experience in IT or technical support roles, with aspirations to advance into systems administration, automation, infrastructure, and process optimization.
• Expertise with macOS platforms, and familiarity with Windows systems is advantageous.
• Experience using identity and device management solutions like Mosyle, Jamf, Hexnode, or equivalent MDM tools.
• Knowledge of enterprise collaboration tools such as Google Workspace and Slack.
• Understanding of identity and access management principles including Okta, SSO provisioning, and user lifecycle management.
• Strong customer-oriented mindset, committed to delivering exceptional support and building trust through responsive service.
• Excellent interpersonal abilities, maintaining professionalism, empathy, and solution focus when assisting employees at all organizational levels.
• Demonstrated troubleshooting skills and ability to stay composed and effective when priorities shift or unexpected issues arise.
• Experience supporting AV systems, video conferencing technologies, and managing technical aspects of large company meetings or events.
• Outstanding communication skills, capable of explaining complex technical topics clearly to both technical and non-technical stakeholders.
• High ownership and attention to detail, with a commitment to providing seamless employee IT experiences.
• Proactive and self-driven attitude, eager to identify and implement improvements in systems and processes.
• Resourceful and comfortable handling ambiguity, independently making well-informed decisions and driving solutions.
• Willingness and ability to work onsite in the New York City office five days a week.

Compensation and Benefits

The salary ranges between $80,000 and $115,000, inclusive of base pay, equity options, and a comprehensive benefits package. Exact compensation is decided based on experience, skills, location, and qualifications assessed during the hiring process.

• Company equity
• Fully covered medical, dental, and vision insurance premiums
• Fully paid parental leave
• Commuter benefits
• 401(k) retirement plan
• Fitness and home services stipend
• Collaborative office environment with open seating, stocked kitchen, and provided meals
• Unlimited vacation and paid holidays
• Relocation package support to ease transitions

Additional Information

EliseAI is an equal opportunity employer and prohibits discrimination or harassment based on any protected characteristics under federal, state, or local laws. Employment is at-will, allowing either party to end the relationship at any time without cause or notice. The company adheres to the San Francisco Fair Chance Ordinance and considers qualified applicants with arrest and conviction records.

If accommodations are needed during the application or recruitment process due to disability, applicants are encouraged to contact the recruiting team.