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IT Support Specialist



IT, Customer Service
New York, NY, USA
Posted on Tuesday, March 26, 2024
About Us:
Primary is a mom-founded kids clothing brand on a mission to encourage every kid to be the truest version of themselves. Since launching in 2015, Primary offers an assortment of simple, beautiful, gender neutral styles known for their hand-me-downable quality, super soft and sustainable fabrics, and slogan-free designs. Our customers are passionate about our mission, which has led to incredibly strong repeat metrics and one of the highest NPS scores in the industry (85+). We are laser-focused on building a strong, sustainable and profitable (!!) business, and hiring the best people to help us get there.
Our company values kind and thoughtful self-starters who can think strategically and then work collaboratively with people across the organization to produce high-quality outcomes. We are also a very change-friendly group of people, and are always seeking fresh points of view to uncover ways we can improve our products, processes and team culture.
Full-Time Employee Benefits:
- 4-day workweek: Fridays are flexible at Primary to allow you to manage your work-life balance
- Company-sponsored medical, dental, & insurance, pre-tax spending/savings accounts, 401(k), company-provided disability & life insurance, and more.
- Generous time off: 12 days of PTO (15 days after two years at the company), 3 floating holidays, 11 company-paid holidays (plus the last week of December off), plus 12 weeks of fully paid parental leave for all new parents
- Primary School: a program that gives every employee $100 a month to spend on classes to help them grow (even if unrelated to their work).
- $500 to spend on improving your work from home setup (for remote/hybrid employees)
The IT Support Specialist will be responsible for providing IT support across our organization for all incidents and service requests submitted by on-site and remote users, as well as maintaining hardware and software installations, improving IT systems, and security. They will be the first point of contact for all IT-related requests and will work within the Business Applications team. This role is hybrid, based out of our NYC HQ.
The IT Support Specialist will work our service desk to ensure all incidents and service requests are resolved within our Service Level Agreements (SLAs). They will also play a critical role in maintaining and improving IT security. This role will occasionally work on various technology projects as part of a larger team. Candidates with strong troubleshooting skills, the ability to explain technical issues in non technical terms, and a commitment to continuous improvement in IT processes and systems are encouraged to apply.

Responsibilities May Include:

  • Account provisioning, including onboarding and offboarding
  • Deployment, configuration, and troubleshooting of end-user computing devices (e.g., laptops, desktops, printers, monitors, video conferencing equipment, wireless devices)
  • Installation, configuration, and troubleshooting of supported operating systems and applications
  • Network maintenance
  • Maintenance of inventory of IT assets
  • Troubleshooting technical issues across different operating systems (e.g., macOS, Windows)
  • Coordinating with IT vendors when needed
  • Enforcing security policies
  • Providing training on systems and technology to end users when needed
  • Creating and maintaining technical documentation
  • Researching new technology to improve business needs

Required Qualifications

  • Bachelor’s degree in a related field or equivalent work experience, with a minimum of 3 years of experience with end-user IT support
  • Experience with JAMF and Intune
  • Experience utilizing a ticketing system
  • Strong experience with both macOS and Windows operating systems
  • Knowledge of Google Admin and Single Sign On (SSO) systems
  • Understanding of basic network infrastructure (i.e., routers, switches, access points)
  • Familiarity with networking technologies (i.e., IP, DNS, DHCP, Video Conferencing, VPN)
  • Proficiency in hardware setup and software installations, including Gmail, Office365, Dropbox, and Slack
  • Good knowledge of internet security and data privacy
  • Ability to occasionally perform physical tasks, such as working under desks, on a ladder, and lifting boxes and equipment up to 40 pounds

Preferred Qualifications

  • Working knowledge of at least one scripting language
  • Experience with API integrations
  • JAMF Certification
  • Experience with Netsuite or Celigo
At Primary, we believe that there is no one ‘perfect’ candidate. Everyone brings something different to the team, and our diversity is what makes us strong. Speaking of which - not only is discrimination illegal, it is simply not tolerated at Primary. We welcome all candidates who are currently eligible to work full-time in the United States for any employer to apply.
We want all candidates to thrive during the interview process. If you have any accommodation needs for your interview, please let us know at HR at primary dot com. Our HR Director will reach out to get you set up for success at any point during the interview process where you may need accommodations. Not sure if this applies to you? Primary is a proud Disclo customer - check out their quiz "Do I Qualify for Reasonable Accommodation?"