Service Desk Associate

Garner is seeking a highly capable and detail-oriented Service Desk Associate to join our IT Services team as a foundational member of our small and growing group. This role is a great fit for an experienced associate or an exceptional performer in an entry-level position who is ready to take the next step in their career on a forward-thinking IT team in a fast-growing company. You will serve as the first point of contact for employee support and will be responsible for a wide range of support issues, from day-to-day ticket resolution to managing hardware and contributing to our knowledge base. You will also have the opportunity to learn about maintaining core infrastructure and processes and help implement foundational frameworks to scale our operations securely and efficiently.

This role will be based in our New York City office. You must be willing to work in the office 3 days per week on Tuesday, Wednesday and Thursday. 

• Serve as the first-touch for support tickets and provide L1 and L2 support for a wide range of requests and escalations
• Administer the complete lifecycle of our hardware for employee onboarding and off-boarding, including shipping and receiving equipment and maintaining inventory
• Administer day-to-day operations in core IT systems such as Okta, Google Workspace, Atlassian, Zoom, and Slack
• Proactively document new escalation paths and troubleshooting steps, and contribute to maintaining internal knowledge base articles and standard operating procedures (SOPs)
• Drive ticket resolution for a backlog of support escalations, helping to establish and maintain SLA targets and improve quality of service
• Administer user lifecycle processes including provisioning, de-provisioning, access audits, and role-based access control (RBAC)
• Administer and support our conference room technology and A/V equipment (primarily Zoom Rooms)

• 3+ years of experience in an IT service desk or IT support role, preferably in a high-growth startup environment
• Proficiency with a cloud-forward and SaaS-heavy IT approach
• Hands-on experience administering identity providers (Okta Certified Professional preferred) and core SaaS applications (Google Workspace, Slack, Atlassian)
• Familiarity with mobile device management (MDM) systems (Jamf, Intune; Jamf 100 certification preferred)
• Experience managing office network hardware (e.g., Ubiquiti UniFi) including switches, access points, and firewalls, with a strong understanding of core networking protocols (DNS, DHCP, VLANs) (Unifi certification a plus)
• Excellent written and verbal communication skills, with a focus on clear and concise support documentation
• Possess a proactive, hands-on approach and a commitment to collaborative problem-solving
• Proficient in time management and task prioritization to consistently meet service level agreements and team targets
• Maintain a calm and professional attitude when interacting with employees, even in challenging situations
• Familiar with low-code automation tools (e.g., Okta Workflows, Zapier, etc) and have experience with compliance frameworks including HITRUST, SOC 2, and HIPAA

• FreshService, Okta Workforce Identity, Okta Workflows, Jamf Pro, Intune/O365, Google Workspace, Airtable, Retool, Atlassian Jira, Slack, Zoom & Zoom Rooms, Snowflake, Looker, Salesforce, AWS, Datadog

Please note: we are unable to sponsor or take over sponsorship of an employment visa at this time.

The target salary range for this position is $95,000 - $130,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.