IT Specialist

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: TYPE OF WORK

Full Time

: WAGE / SALARY

750/month

: HOURS PER WEEK

40

: DATE UPDATED

Jun 3, 2026

JOB OVERVIEW

IT SUPPORT SPECIALIST (L1+) — RG SYSTEMS

ABOUT US
RG Systems is an embedded IT MSP based in New York City. We support software companies, fintech firms, and professional studios by living inside their Slack and Teams workspaces — we're not a help desk they ticket into; we're the IT team that works like we work there. Our clients expect fast, thoughtful support, and we deliver it.

SHIFTS AVAILABLE

8AM to 5PM
9am to 6PM

THE ROLE
We're looking for a IT support specialist who can own the service desk queue, handle more complex troubleshooting independently, and take on light documentation and process ownership. This is a step above L1 triage — you'll be the person the rest of the team leans on when something needs to get figured out fast. You'll also help us keep our Confluence runbooks clean and current.

WHAT YOU'LL DO
- Own the service desk queue across client Slack workspaces, Teams, and Jira Service Management
- Resolve L1 and moderate L2 issues independently: identity/access management, MDM enrollment, device troubleshooting, networking basics, SaaS app issues
- Triage and route escalations to senior engineers with full context documented
- Write and maintain runbooks in Confluence for recurring issue types
- Support onboarding/offboarding workflows end-to-end
- Identify patterns in ticket volume and flag them proactively to the ops lead
- Help onboard and mentor L1 teammates over time

WHAT WE'RE LOOKING FOR
- 4+ years of IT support experience, ideally in an MSP or multi-client environment
- Excellent written English — you'll be client-facing in chat daily and will talk to clients over Zoom / Teams
- Strong macOS and Windows troubleshooting skills
- Hands-on experience with Okta, Google Workspace, and/or Microsoft 365 administration
- MDM experience with at least one platform (Kandji, Jamf, Mosyle, or Intune)
- Jira Service Management or equivalent ticketing tool
- Comfort writing clear technical documentation in Confluence or similar
- Availability to cover an EST-overlapping shift reliably

NICE TO HAVE
- CompTIA A+, Network+, or ITIL Foundation (or higher)
- Experience with NinjaOne or Datto RMM
- Exposure to 1Password, Keeper, or similar password management tools
- Basic networking (Meraki, VLANs, firewall rules)

TO APPLY
Please send your resume and a short note describing a situation where you had to document a process or runbook from scratch. Tell us what the problem was, what you wrote, and whether it actually got used. We read every application.

SKILL REQUIREMENT

Technical Support Network Administration Microsoft 365

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IT Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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