IT Support Lead

Ground Up International•New York, NY

2d•$65,000 - $70,000•Onsite

About The Position

We're seeking an IT Help Desk and Application Support Lead for our New York Office to ensure compliance with our IT General Controls and provide crucial technical support. In this role, you'll be pivotal in maintaining the functionality and efficiency of our technological systems. You must possess knowledge of software, hardware, networks, and security, as you'll oversee technical and administrative tasks requiring critical thinking and meticulous attention to detail. Strong communication and interpersonal skills are essential for effective end user support and collaboration with colleagues. The IT Support Lead will report directly to the VP of Technology and Operational Intelligence and oversee our Help Desk Support team. The Lead will work closely with colleagues in both New York and Donguan, China to ensure effective account and device administration, network/telecommunication operations, and IT security. The Lead will also work with internal and 3rd party application development and support teams to resolve issues, improve efficiency, and streamline operations. About Ground Up: Ground Up is a premier footwear manufacturer retaining an integrated portfolio of licensed and owned brands and has grown to be a leading supplier. The company’s unique capability to design and translate fashion trends offers a fresh perspective on licensed footwear. Ground Up was created with the vision of fulfilling the need for fun, innovative products for the true brand enthusiast. As our product entered the market, we found consumers wanting to express themselves and their fandom in new, creative ways. Consumers connect with us through our brand partnerships, giving them brands they love with a brand they now trust. Ground Up has become a recognizable brand for the whole family that stands for elevated fashion and fun. We aspire to have our teams embody our core values of: Service People Teamwork Opportunity Result Innovation Trust

Requirements

Minimum of 2-3 years of experience in IT support
Computer Science-related Certifications, Degrees or Internship experience
Hands-on Microsoft Office 365 Administration (Intune, Entra, Exchange, Sharepoint)
PowerShell scripting for administration and application deployments
Experience setting up and configuring hardware including PC’s, Mac’s, and AV technology
Familiarity with Network drives and Synology Backup devices

Nice To Haves

Mac MDM experience a plus
Experience with Microsoft Defender, Microsoft Sentinel, SentinelOne, KnowBe4, or other IT security platforms a plus.
Password manager experience (BitWarden a plus)

Responsibilities

IT Administration: Develop and maintain PowerShell and Power Automate scripts for on-boarding, off-boarding, user maintenance, and other administrative tasks in 0365
Security: Assist in IT security assessments, oversee security training, and monitor security alerts.
Hardware Support: Oversee and assist in setting up and configuring new desktops, laptops, peripherals, & mobile devices.
Software Support: Install, configure, and troubleshoot software applications and operating systems.
Technical Support: Oversee and provide first-level contact and problem resolution for users with hardware, software, and application issues.
Ticket Management: Oversee helpdesk tickets and escalations using our ZohoDesk ticketing system.
User Assistance: Respond to requests for technical assistance via phone, email, or in person, ensuring excellent service delivery.
Troubleshooting: Diagnose and resolve technical hardware and software issues.
Escalation: Escalate unresolved issues to the appropriate IT support teams or senior personnel.
Communication: Keep constant communication with the Operations team and keep them informed of outages
Documentation: Maintain & update knowledge base articles & technical documentation.
Perform other duties as assigned by VP of Technology and Operational Intelligence