IT Support Specialist, Fluent

• This role is ideal for a proactive problem-solver who thrives in a dynamic environment and is passionate about delivering reliable, secure IT solutions
• 3+ years of experience in an IT Support, Desktop Support, or IT Service role, preferably in a fast-paced corporate or tech-enabled environment
• Strong hands-on experience supporting both macOS and Windows environments at an enterprise level, as well as iOS and Android
• Demonstrated experience administering and supporting Okta (IAM), including user lifecycle management, MFA, and SSO integrations
• Proven ability to deliver exceptional customer service, with a user-first mindset and strong interpersonal communication skills
• Experience with Workspace ONE and other endpoint management tools (e.g., Jamf, Intune, Kandji, or similar) and device lifecycle management
• Solid troubleshooting skills across hardware, operating systems, SaaS applications, and identity/access issues
• Experience supporting employee onboarding and offboarding workflows with attention to detail and security best practices
• Ability to work independently, prioritize tasks effectively, and take initiative without constant supervision
• Strong written communication skills, with experience creating clear and usable technical documentation
• Willingness and ability to provide on-site support in the NY Office
• Experience supporting hybrid or distributed workforces
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN concepts)

Desirable

• We are seeking a skilled IT Specialist to join our growing team and support the technology that drives our business forward
• Provide on-site and remote technical support for Fluent employees, with primary coverage for the New York office and remote users as needed
• Deliver a high level of customer service, acting as a trusted IT partner by communicating clearly, setting expectations, and following issues through to resolution
• Support and troubleshoot macOS, Windows OS, iOS, Android, and associated hardware, including laptops, desktops, mobile devices, peripherals, and conferencing equipment
• Administer and support endpoint management tools for provisioning, configuration, patching, security enforcement, and lifecycle management of devices
• Serve as a primary administrator and escalation point for Okta (IAM), including:
• User provisioning and deprovisioning
• Group and role-based access management
• MFA support and troubleshooting
• Application integrations and SSO support
• Own and execute employee onboarding and offboarding processes, ensuring timely device setup, access provisioning, documentation, and secure access removal
• Create, maintain, and improve IT documentation, including SOPs, onboarding guides, knowledge base articles, and internal support processes
• Actively identify recurring issues, process gaps, or inefficiencies and proactively propose and implement improvements to IT operations and user experience
• Collaborate with the broader IT team on projects related to system upgrades, security initiatives, office technology improvements, and operational scalability
• Support office technology needs, including AV systems, meeting room setups, printers, and network connectivity (Wi-Fi, VPN, basic network troubleshooting)
• Ensure compliance with company security policies and best practices related to endpoint security, access control, and data protection
• Assist with vendor coordination, asset inventory management, and hardware/software procurement as required
• Perform other related duties as needed in support of the IT Support team’s operational mission