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IT Support Engineer at Luminance | New York

LuminanceNew York, New York, United States
On-site Full-time

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Experience Level

Experience

Qualifications

Required Skills & Experience2-3 years of experience in IT support, desktop support, or a comparable user-facing IT roleStrong hands-on experience in supporting macOS environments and end usersProficiency in administering Microsoft Office 365 in a support capacityExperience managing endpoints with Jamf and/or Microsoft IntuneSolid understanding of networking fundamentals relevant to troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi, firewalls)Comfortable handling a diverse array of support requests across hardware, software, and SaaS toolsProven ability to juggle multiple tickets and priorities while delivering high-quality serviceExcellent communication skills and a friendly, approachable support demeanorPersonal AttributesSelf-starter with a commitment to owning support issues from start to finishStrong customer-service orientation with patience and empathy for usersHighly organized, detail-oriented, and dependableComposed under pressure and adept at supporting non-technical usersNice to HaveExperience supporting distributed or multi-office teamsFamiliarity with IT security practices

About the job

Luminance is seeking a dedicated IT Support Engineer who thrives on providing exceptional support and has a passion for helping users navigate their technology challenges. This is a hands-on role ideal for someone who takes initiative, communicates effectively, and is committed to ensuring a seamless technology experience for all employees.

In this position, you will operate independently, addressing a variety of support requests and serving as a reliable IT contact throughout the organization.

Located in New York, with infrequent travel required across the US and Canada.

Key Responsibilities

  • Serve as the primary liaison for end-user IT support, addressing hardware, software, and connectivity challenges
  • Troubleshoot and resolve everyday IT issues, ensuring timely escalation and ownership until resolution
  • Provide support for macOS environments, including setup, configuration, and troubleshooting of MacBooks
  • Manage onboarding and offboarding processes, including device setup, access management, and asset tracking
  • Oversee Microsoft Office 365 administration for users (accounts, permissions, licensing, security settings)
  • Utilize MDM solutions like Jamf and/or Microsoft Intune for device management
  • Identify and resolve networking issues, including Wi-Fi, internet connectivity, and firewall settings
  • Maintain comprehensive IT documentation, FAQs, and knowledge base articles
  • Proactively identify recurring issues and propose enhancements to tools, processes, and the user experience
  • Collaborate with vendors and third-party providers to resolve support challenges as needed
  • Provide on-site support at US and Canadian offices as required (rarely)

About Luminance

Luminance is a cutting-edge organization focused on leveraging technology to enhance operational efficiency and user experience across the business landscape. Join a team that values innovation and is committed to providing exceptional IT support services.

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