IT Support Specialist

Cape is America’s privacy-first mobile carrier. We're looking for an Onsite IT Support Specialist to be the friendly, first line of IT support for our NY office. You'll own the day-to-day employee IT experience from a great day-one onboarding, to fast resolution of everyday support requests, to a smooth offboarding. You will also keep our hardware inventory accurate and our onsite spaces (desks, conference rooms, AV) ready to go.

Responsibilities

Be the face of IT in our NY office. You’ll be the go-to for hands-on help today, and a key voice in designing the IT buildout of new spaces; Own IT onboarding through hypergrowth. You'll run a smooth day-one experience at a pace of multiple starts bi-weekly and make the process measurably better every cycle: automate provisioning, cut setup time, and raise the bar for what a first day feels like; Own Tier-1 resolution against SLA, then beat it. You'll work alongside our internal AI agent and build the automations and AI workflows that drive down resolve time and drive up customer satisfaction. Efficiency here isn't a buzzword; it's your scoreboard; Build our asset-management system from the ground up. You’ll own laptops, peripherals, and specialty hardware across two offices, international travelers, and remote employees — and make it audit-ready as we take on certifications like CMMC Level 2; Shape Cape's physical IT presence. You’ll be at the forefront of new offices, conference-room and AV tech, visitor systems with a mandate to bring in the best technology out there, not just keep the lights on; Live in ambiguity and learn fast. Our integration surface grows monthly — new vendor and tools arrive weekly, each needing evaluation, SSO/SCIM, device packaging, and documentation. Learning has never been easier; you'll be expected to use every tool available and ship.

Requirements

2-3+ years of experience in IT support, particularly in a dynamic and evolving tech environment; Hands-on experience supporting Apple/macOS laptops (and comfort across Windows and linux where needed); Familiarity with mobile device management (Iru, Jamf, or similar); Experience working in a ticketing/helpdesk system (e.g., Jira Service Management) and working to SLAs; Demonstrated ability in setting up, troubleshooting, and maintaining conference room hardware and software; Comfort with Google Workspace and/or Microsoft 365 administration basics; Proven track record of effectively managing IT hardware procurement and inventory; Strong problem-solving skills and ability to provide timely resolution to hardware and software issues; Strong customer-service instincts, clear communication, and reliable follow-through; Eagerness to work on projects that have a real-world impact on privacy and national security; May require lifting or carrying desktop computers up to 25 lbs

Benefits

401(k) match; Unlimited PTO; 100% coverage of medical, dental, and vision premiums for you and your dependents; 12 weeks paid parental leave (for all parents, no waiting period); Stipends for family-forming needs; Stipends for gender-affirming care