Senior IT Support Specialist

About Gen:

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high-impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results.

When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well-being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we'd love you to be part of Gen.

About the Role:

The IT Support Specialist is a hands-on, on-site role supporting both NYC and NJ office locations. This position provides comprehensive endpoint, infrastructure, and data center support while delivering exceptional in-person and remote user experiences. The role requires deep technical expertise, operational discipline, and flexibility across locations and time zones.

Key Responsibilities:

End-User Support (On-Site & Remote Channels)
• Respond to and manage IT support requests across multiple channels (Slack, ticketing systems, in-person, and remote platforms).
• Deliver high-quality in-person and remote technical support across office and distributed environments.
• Troubleshoot complex hardware and software issues across Windows and Mac platforms.
• Perform remote troubleshooting and support for global users.
• Monitor remote support channels to ensure timely issue resolution.
• Document, update, and manage ticket lifecycle through resolution.

User Lifecycle Management
• Manage full user lifecycle processes, including onboarding, offboarding, and internal transfers.
• Provision and decommission user accounts, endpoints, and access rights.
• Configure and deploy Windows and Mac workstations for new hires.
• Perform workstation upgrades, refreshes, and hardware repairs.
• Coordinate and support IT equipment shipping and logistics for remote employees.

Video Conferencing & Collaboration Technology
• Provide Zoom Room and video conferencing support, including setup, troubleshooting, and ongoing maintenance.
• Ensure conference room AV systems operate reliably and are optimized for hybrid collaboration.
• Support meeting infrastructure during executive and high-visibility events as needed.

Infrastructure & Network Support
• Deliver infrastructure support, including networking and endpoint hardware troubleshooting.
• Diagnose and resolve network connectivity issues (wired and wireless).
• Support server environments and assist with basic server troubleshooting and maintenance.
• Collaborate with cross-functional and global infrastructure teams.

Data Center Operations (DC-Ops)
• Assist in managing office server rooms (MDF/IDF environments).
• Perform hands-on tasks including racking/un-racking equipment and installing patch cables.
• Provide physical tape library support within the data center environment.
• Support server hardware installations and basic server-level troubleshooting.
• Maintain data center operational standards and best practices.

Asset & Inventory Management
• Manage and audit IT asset inventory.
• Track equipment lifecycle and ensure proper documentation.
• Lead and coordinate e-waste and equipment donation initiatives.

Cross-Functional Collaboration
• Interact with IT leadership, including presenting project status and results.
• Work effectively across time zones and global teams.
• Demonstrate flexibility in supporting both NJ and NYC office locations as business needs require.

About you:
• Minimum 3+ years of experience as a Desktop Support Engineer or IT Support Technician.
• Experience with JAMF and/or Microsoft Intune for endpoint management.
• Advanced knowledge of Windows and macOS environments.
• Solid understanding of networking fundamentals and endpoint hardware.
• Experience supporting server environments and data center hardware.
• Hands-on experience with physical tape library support preferred.
• Proven infrastructure troubleshooting capability.
• Experience managing Zoom Rooms or enterprise video conferencing systems.
• Demonstrated ability to handle multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Effective interpersonal and collaboration skills.
• Adaptability and operational flexibility.
• Willingness to work across time zones and support two office locations (NJ/NYC)

Location: NYC and NJ Office (Onsite 4 days per week)

The annual base salary for this position is expected to be between $80,000 and $100,000. Base salary is one component of Gen's total compensation package, which includes 401(k) match, health insurance options, disability coverage, life insurance, and unlimited paid time off. Actual salaries will vary based on a candidate's qualifications, experience, skills, and competencies related to the role.

What's Next....

After you submit your application, you can expect the following steps in the recruitment process:
• Recruiter Interview (Virtual)
• Panel Interview with peers (Virtual)
• Hiring Manager (Virtual)
• Interview with Senior Leadership (Virtual)
• Final Interview with Senior Leadership (Virtual)