Project Manager leading Helpdesk transformation for digital transformation at Artemys with client coordination and change management.
About the role
- Senior IT Support Associate responsible for hardware logistics and IT support in New York City. Engaging in ticket resolution, asset workflows, and IT roadmap initiatives.
Responsibilities
- 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
Requirements
- 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.
Benefits
- health & wellness
- equity
- competitive perks
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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