IT Support Specialist, Brooklinen

• 2+ years of professional IT experience supporting a small to mid-sized business (required)
• Comfort operating in an environment with broad scope, evolving processes, and hands-on ownership
• Strong working knowledge of macOS, Windows, and iOS
• Experience supporting WiFi and physical networks
• Hands-on experience with MDM and remote management tools (e.g., Jamf, Remote Desktop)
• Experience with Google Workspace and Microsoft Azure (O365)
• Familiarity with identity providers and endpoint security tools (e.g., Okta, Mimecast)
• Experience with Cisco Meraki and/or UniFi networking systems
• Comfort working in ticketing systems and project management tools (e.g., Jira, Monday.com)
• Strong organizational skills and the ability to manage multiple priorities at once
• Clear, friendly communication skills and a customer-service mindset
• A high degree of ownership and comfort working independently
• Lead with patience and warmth, helping others feel at ease when something isn’t working
• Take pride in being responsive, reliable, and thoughtful in their support
• Balance structure with flexibility, adapting quickly as priorities shift
• Approach problems with curiosity and a willingness to learn — not needing to have all the answers
• Build strong relationships across teams and treat coworkers as internal customers
• Act with ownership, following through and caring deeply about quality and experience
• Contribute positively to a collaborative, inclusive environment
• If this role excites you, even if you don’t meet every qualification, we encourage you to apply. We believe diverse experiences and perspectives make our team stronger

Desirable

• We’re looking for an IT Support Specialist to join our team and play a key role in supporting our growing organization across HQ and retail locations
• This role is foundational to how we operate: you’ll be the first line of support for our internal team, ensuring our tools, systems, and infrastructure run smoothly, securely, and reliably
• This is a hands-on, highly collaborative role for someone who has supported a small to mid-sized business and is comfortable operating with broad responsibility, evolving processes, and a high degree of ownership
• You’ll partner closely with our People team and external vendors, while also contributing to the ongoing evolution of Brooklinen’s IT foundations
• Serve as the first point of contact for hardware and software support across HQ and retail
• Own incoming requests through our IT ticketing system, providing thoughtful, timely, and effective support
• Partner with the People team to provision, configure, and deploy laptops, peripherals, and access for new hires
• Manage secure and complete deprovisioning for departing team members
• Monitor and maintain network infrastructure across HQ and retail locations
• Perform routine system health checks, software updates, and maintenance schedules
• Maintain accurate inventory of hardware assets and software licenses from onboarding through end-of-life
• Work directly with third-party partners to troubleshoot and resolve connectivity or infrastructure issues
• Assist with day-to-day NetSuite support tasks, as needed, under the guidance of our NetSuite Administrator
• Develop and maintain internal documentation, procedures, and how-to guides in our IT knowledge base
• Identify opportunities to improve processes, tooling, and the overall IT experience
• Help build scalable, sustainable IT practices as Brooklinen continues to grow